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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…
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for…
Fluent v2.0 for Customer Service: A unified, modern experience
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort,…
Revolutionizing customer support
In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case…
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile.
A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for…