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Better Collaboration, Better Care: All Consult Capabilities in
In modern contact centers, not every customer question can be resolved by a single representative. Complex…
Evaluating AI Agents in Contact Centers: Introducing the
As self-service becomes the first stop in contact centers, AI agents now define the frontline customer experience. Modern customer interactions span voice, text, and visual channels, where meaning is shaped not only by what is said,…
General Availability of Quality Evaluation Agent’s conversation
Quality Evaluation Agent in Dynamics 365 Customer Service and Dynamics 365 Contact Center is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight…
From manual work to meaningful selling: How Agentic AI is
Every seller knows how much time gets lost between selling moments. Information arrives in many forms—emails, screenshots, documents, handwritten notes—and turning that into structured CRM data often means manual copying,…
Announcing General Availability of Proactive Voice Enhancements in
We’re excited to announce the general availability of proactive voice engagements in Dynamics 365 Contact Center, delivering enterprise-grade outbound calling for service scenarios. We want to thank everyone…