Microsoft Dynamics 365 Blog

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

0 Comments

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

9 Comments

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

0 Comments

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

1 Comment

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

3 Comments

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

0 Comments

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

11 Comments

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

0 Comments

Enable a new level of B2B digital sales excellence with Dynamics 365 Commerce 

6 min read

Truly engaged, always connected At this year’s NRF, many retailers are taking the time to reflect on the learnings from 2020 and the road ahead for 2021. It’s hard to believe that only 12 months have passed since we disclosed the general availability of Microsoft Dynamics 365 Commerce, which was the evolution of our proven…Read more

0 Comments

How omnichannel enhances the customer experience 

4 min read

Omnichannel has become a dominant force in how companies meet customer expectations, and for good reason. Ninety-eight percent of Americans switch between devices on the same day, using multiple channels—voice, social, chat, email, and SMS. Omnichannel engagement allows customers to reach out on nearly any device, on their preferred channel while managing all engagement channels…Read more

2 Comments

Innovation on the service suite of Dynamics 365 applications 

6 min read

With service at the heart of businesses’ relationships with their customers, our passion to enable those businesses to earn customers for life through exceptional service delivery fuels our innovation on the service suite of Microsoft Dynamics 365 applications. Businesses are racing to transform their service organizations from cost centers into profit centers through always-on, world-class…Read more

0 Comments

New voice channel streamlines omnichannel customer experiences 

3 min read

We are announcing the expansion of Microsoft Dynamics 365 Customer Service omnichannel capabilities to include a new voice channel, built on Microsoft Azure Communication Services. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today. With native voice, businesses receive seamless, end-to-end omnichannel experiences…Read more

0 Comments