Latest updates on Dynamics 365 Contact Center, summarised and linked back to the knowledge base. Subscribe via RSS.
Contact Center is bringing event-driven real-time streaming experiences for supervisors into production-ready public preview, so they can watch the floor live and act as issues emerge. Worth a look if your supervisors still rely on refresh-and-wait dashboards.
Workforce actions reachable from Copilot, Teams and Outlook, so supervisors handle scheduling without opening the app.
Automates rotating schedules at scale rather than hand-building each rotation. Worth knowing about on any WEM engagement with shift patterns.
Forecasting, scheduling and performance covering both human representatives and AI agents in the same plan.
Real-time decisioning and dynamic prioritisation across interactions — the layer above unified routing rather than a replacement for it.
Microsoft's case for retiring scripted IVR trees in favour of an AI voice experience. Read the containment claims carefully before repeating them to a client.
Forecasting extended to AI consumption, so agent capacity is planned in credits alongside headcount. This is the number that surprises clients after go-live.
Bringing a colleague into a live interaction without transferring it, across both voice and digital channels.
Direct, warm, queue, Teams and external transfers, laid out in one place. Handy reference when mapping a client's existing handoff rules.
Brand-specific text-to-speech instead of the stock voices. Expect a lead time and a cost conversation attached to this one.