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Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by…
Empowering Finance with an AI Assistant in Microsoft 365 Copilot
The Finance solution in Microsoft 365 Copilot is now generally available
Finance plays a critical role in helping organizations make confident, data-driven decisions. Yet despite decades of automation, much of finance work still…
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. This new capability empowers organizations to deliver intelligent voice…
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity tools in Dynamics 365…
Integrate Field Service bookings with Outlook and Teams,
Frontline technicians juggle more than just work orders—they balance customer visits, team meetings, and personal commitments. Until now, keeping these schedules aligned often meant switching back and forth between apps. …