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Introducing Service Agent in Microsoft 365 Copilot
A new way to bring service workflows, insights, and actions directly into Copilot
Microsoft 365 Copilot is…
Announcing Desktop Companion App (DCA) support for Dynamics 365
We’re excited to introduce Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer…
Announcing End of Support for Dynamics 365 Project Service
On March 19, 2024, we announced that support for Dynamics 365 Project Service Automation on the commercial cloud will end on March 31, 2025. As planned, end of support went into effect on that date.
Today we…
The Key Facets of AI Evaluation in the Contact Center
As AI becomes central to contact center operations–powering every customer engagement channel–evaluation is no longer a back-office technical exercise. Evaluation is a critical business capability…
Measuring What Matters: Redefining Excellence for AI Agents in the
The contact center industry is at an inflection point. AI agent performance measurement is becoming essential as contact centers shift toward autonomous resolution. Gartner predicts that by 2029, AI agents will autonomously…