Microsoft Dynamics 365 Blog

Published
2 min read

The AI-powered contact center, part 3: Build powerful conversational AI solutions 

With Power Virtual Agents and Nuance Mix on the Microsoft Digital Contact Center Platform, organizations now have a single platform for conversational AI tooling covering the needs of use cases, from the simplest chatbot to the most complex, hyper-personalized digital experience. From no-code and low-code to pro-code, we look at when to choose each solution.

Published
5 min read

The AI-powered contact center, part 2: Achieve superior self-service voice support 

To meet rising customer expectations, modern interactive voice response (IVR) systems must offer intelligent self-service and seamless agent escalation when needed. We look at the vital role of conversational IVRs in the digital contact center, and how the Microsoft Digital Contact Center Platform helps organizations engage customers in their channel of choice while increasing self-service.

Published
3 min read

The AI-powered contact center, part 1: Create engaging digital experiences 

Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help. That’s why we

Supercharge your CRM with Microsoft Viva Sales—Now in preview 

At the announcement of Microsoft Viva Sales, Paul Greenberg, Founder, Managing Principal, The 56 Group, LLC, often called the “Godfather of CRM” and has written a book, CRM at the Speed of Light, and I were chatting about the state of customer relationship management (CRM) market and the innovations in the last 20 years. One area

Strike a strategic inventory balance in your supply chain with demand driven material requirements planning (DDMRP) 

Today we are excited to announce the preview of our demand driven material requirements planning (DDMRP) feature for Microsoft Dynamics 365 Supply Chain Management. The evolution of MRP DDMRP is the next evolution of material requirements planning (MRP), which has a long and storied history in manufacturing. From its origins in the early 1960s as

Modernize employee expense management with automation and AI 

As the world continues to rebuild and forge a path to a new normal post-COVID-19, more and more business travelers will once again hit the road. Looking further ahead, the Global Business Travel Association expects business travel to fully recover by 2024.1 While this is certainly a welcomed sign of recovery, the uptick in business

2022 release wave 2 plans for Dynamics 365 and Power Platform now available  

On July 12, 2022, we published the 2022 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities that are planned to be released between October 2022 and March 2023. This second release wave of the year offers hundreds of new features and enhancements, demonstrating our continued investment to