Microsoft Dynamics 365 Blog

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

2 min read

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. Read more


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

5 min read

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. Read more


The future of customer engagement is bright with Microsoft and Nuance 

3 min read

This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance. Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first. Microsoft and Nuance are dedicated to ensuring our products complement each other, accelerate better business outcomes, and Read more


Dynamics 365 powers social shopping needs with headless commerce 

4 min read

Over the last 15 years, social media has grown rapidly, both in reach and in impact on our daily lives. Facebook reached one billion users worldwide in 2012, only eight years after launch, and has approximately 2.89 billion active users today. Instagram boasts nearly 140 million active users, while 100 million people enjoy TikTok.1 Beyond Read more


Introducing voice channel for Dynamics 365 Customer Service 

4 min read

Today, I am excited to announce the general availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service. With the addition of the voice channel, built on the same planet-scale platform as Microsoft Teams, Dynamics 365 Customer Service expands to become the all-in-one digital contact center solution. Organizations can now provide consistent and Read more


Microsoft named a Leader in 2021 Gartner® Magic Quadrant™ for CRM Customer Engagement Center 

4 min read

The past year has presented enormous changes in both our personal and work lives. But one thing that hasn’t changed is our desire for personalized service experiences and quick resolutions when we have issues. Service, which is often the face of a brand, plays a key role in what that experience looks like. That means Read more


The importance of empathy in customer service 

6 min read

The pandemic has been challenging in many ways. It has impacted nearly every facet of our lives with disruptions in supply chains, millions furloughed, and much more. Despite such, the pandemic was positive in one regard—it tested our capacity to come together and innovate—and frankly, we soared on so many levels. In a blink of Read more

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Deliver authentic customer service with Dynamics 365 

4 min read

Human interaction is at the cornerstone of every experience and today’s world has dramatically shifted what that means. Customers expect each touchpoint with businesses to be authentic, timely, and efficient, which has led to a rapid acceleration of customer engagement tools. Perhaps most important is customer service scenarios, where businesses must act on customer feedback Read more


Introducing new capabilities to transform customer service and field service 

9 min read

Today we’re announcing new capabilities to help customer and field service teams deliver more consistent and engaging experiences, from the call center to on-site visits. The new features for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Field Service. provide the agility to adapt to changing customer needs, as well as streamline agent and Read more


Dynamics 365 and Microsoft Teams: extend collaboration across teams 

8 min read

Think about the time spent between the moment you open an email or chat, find, and reply with the requested information, and then get back into the flow of your work. Add up those minutes-long interruptions, and you begin to realize why we often can’t finish everything on our to-do lists. We want to dramatically Read more


Why a knowledge base is important in delivering exceptional customer service 

4 min read

Is a well-defined knowledge base valuable for delivering exceptional service? No matter the business, the answer is a resounding “yes.” In a recent survey, 91 percent of customers would use an online knowledge base if it were available and tailored to their needs, and in another published report, respondents preferred knowledge bases over all other Read more