Smarter callbacks with availability-aware scheduling CCaaS APIs

Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve

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AI in sales: Applying historical lessons to modern challenges

See the latest AI sales transformation offering from Microsoft and agents to help sales teams nurture and close deals.  

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Get started with agents for finance: Learnings from 2025 Gartner® CFO & Finance Executive Conference

Based on conversations at the 2025 Gartner CFO Conference, here are three things finance leaders should know about getting started with agents and AI.

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The power of proactive engagement in Dynamics 365 Contact Center

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a reminder about a missed payment, a heads-up about a delivery delay, or a quick check-in after a dropped call, customers appreciate when companies practice proactive engagement.  At the same time, businesses are

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Explore migration options for Microsoft Dynamics GP and Microsoft Dynamics SL customers

We are announcing updates to Dynamics GP and Dynamics SL product availability.

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Unlock the power of record routing with real-time analytics

Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it happens. By providing an up-to-date view of workloads, agent activity, and case progress, this feature ensures your team can

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AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey.

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