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Expanding scheduling choice in Dynamics 365 Field Service with
Service organizations schedule work in very different ways. A utility must account for regulatory windows and…
Reinventing source-to-pay with agentic ERP
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How agentic ERP can transform source-to-payReimagining source-to-pay using Microsoft 365 Copilot CoworkStreamline operations further with the Procurement Agent in Dynamics 365Connect procurement decisions…
Introducing Conversation Orchestration in Dynamics 365 Contact
Most contact center platforms still treat routing as the defining moment in a conversation. But the customer journey continues to evolve after that first decision. Intent changes. Wait times increase. Workforce availability shifts.…
Modernize IVR with AI Voice in Dynamics 365 Contact Center
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or multi‑step.…
Public Preview: Quality Evaluation Agent Extends Quality Oversight
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases…