Naming updates to Copilot Service workspace and service representatives

In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid confusion. Renaming the apps To ensure our AI experiences align with Microsoft’s AI-first vision, we will differentiate

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The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. Top of mind for many attendees is how AI will impact the manufacturing industry.

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Teams Phone extensibility for Dynamics 365 Contact Center

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships.  Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.   Beginning

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Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.  Why HIPAA compliance matters  Healthcare providers deal daily with sensitive patient information,

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AI-powered sales journeys: Personalization at scale for exceptional customer experiences

Personalizing customer journeys requires a more proactive approach assisted with AI.

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Unlock insights with Business performance analytics in Microsoft Dynamics 365

In today’s fast-changing world, financial, operational, and organizational leaders must respond to shifting demands and market volatility with agility.

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Update the connection limits for custom Contact Center reports

Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. Customers can leverage data model customization and extend these analytics to fit their organizational needs. When customizing real-time analytics, there is a potential that the reports are slow and don’t meet the performance goals your organization expects. One way to

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