Dynamics 365 Contact Center

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November 21
1 min read
Customer Feedback Survey Agent is now generally available
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel.
- News and product updates
- November 18
- 2 min read
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile.
- News and product updates
- November 17
- 2 min read
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever.
- Tips and guides
- November 12
- 5 min read
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments.
- Tips and guides
- November 6
- 2 min read
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale.
- Analyst reports
- November 6
- 4 min read
Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant.
- Tips and guides
- October 30
- 3 min read
Elevate support excellence with Quality Evaluation Agent
As customer support organizations scale, maintaining consistent service quality becomes a challenge.
October 21
2 min read
Try rich messaging for live chat and WhatsApp in Contact Center
In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses.
- News and product updates
- October 21
- 8 min read
From systems of record to systems of action: Dynamics 365, agentic business applications for the frontier
Discover how agentic business applications in Dynamics 365 are transforming data into real-time decisions and measurable outcomes.
- News and product updates
- October 15
- 1 min read
Announcing sensitive data redaction for voice AI agents
We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service.
- Events
- October 9
- 4 min read
Explore new AI innovation for Dynamics 365, Microsoft Power Platform, and Copilot Studio at the Business Applications Launch Event
Get a first look at the latest AI and low-code updates, with insights and demos from Microsoft product leaders and engineers.
October 8
2 min read
Try the AI agent activity feed in Dynamics 365 Customer Service
Contact centers are increasingly adopting AI agents as part of their journey to become autonomous.