We’re excited to introduce Online mode, a new capability that allows technicians to access live Dataverse data from the Offline-First application, giving users the best of both worlds: offline reliability and real-time access.
The post Go Beyond Offline: Introducing Online Mode for Field Service Mobile appeared first on Microsoft Dynamics 365 Blog.
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress. The July 2025 preview updates to CMA introduced powerful capabilities that […]
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We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with more flexibility and control over how they engage with customers through real-time, two-way messaging. SMS mobile numbers With the introduction of SMS mobile numbers, ACS-based SMS in Contact […]
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With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. These enhancements empower organizations to leverage AI agents that not only understand customer intent but also automate the entire resolution process. This increases the availability of human service reps to focus on high-value interactions. […]
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As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. However, questions about control, security, compliance, and performance linger. That’s why we built Agent hub in Dynamics 365. It’s a one-stop hub that empowers customer service and contact center admins and supervisors to safely adopt AI, monitor its impact, […]
The post Safe, transparent, measurable AI adoption with Agent hub appeared first on Microsoft Dynamics 365 Blog.
In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for customer service or a telehealth session with a doctor, call quality and reliability are critical. That’s where our enriched telemetry and insights come in. Equipped with comprehensive telemetry data, developers and IT teams can monitor, detect, diagnose, and resolve issues with voice call performance, regardless of the calling service provider. This […]
The post Diagnostics and telemetry for Dynamics 365 Contact Center voice channel appeared first on Microsoft Dynamics 365 Blog.
Microsoft has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Sales Force Automation for the fifteenth consecutive year.
The post Microsoft named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms appeared first on Microsoft Dynamics 365 Blog.
