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Over the last few releases, my teams have built a rich family of agentic capabilities across Dynamics 365, with Copilot woven through Sales and Customer Service so sellers and agents get real value inside the apps they use every day.
Today, we’re extending that sam...
Most contact center platforms still treat routing as the defining moment in a conversation. But the customer journey continues to evolve after that first decision. Intent changes. Wait times increase. Workforce availability shifts. Business priorities move. Each of these real-time signals shapes the experience. This creates an opportunity to manage the conversation lifecycle...
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or multi‑step. Every change—whether updating policies, adding new intents, or refining flows—req...
Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is created. It identifies real customer issues early while filtering out irrelevant messages.
This signal feeds into Automatic Record Creation rules, ensuri...