A deep understanding of the customer journey is the foundation of a great customer experience. Dynamics 365 provides a comprehensive view of customer interactions across various touchpoints, enabling ...

Contact centers face many challenges across stakeholder groups. Customers experience frustration from long wait times, limited self-service options, and impersonal interactions due to outdated voice ...

In the age of hyper-personalization, customer expectations are constantly evolving. Businesses are now expected to deliver seamless, tailored experiences across every touchpoint—from sales and service ...

It's October 1, which means it's time for Microsoft's Dynamics 365 and Power Platform 2020 Wave 2 features to begin rolling out. Microsoft also is using the Wave 2 rollout kick-off to announce a few ...

In October, Microsoft made the Dynamics 365 2019 release wave 2 generally available, bringing a plethora of updates for various services in its suite of enterprise planning applications. These ...

Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More At its Ignite developers event today, Microsoft announced the addition of ...

At this year's Inspire conference in July, Microsoft unveiled a new Dynamics 365 Customer Voice service, while also making Connected Store available in preview and updating Fraud Protection. Earlier ...

When Westpac New Zealand wanted to build more valuable relationships with its banking customers, it knew that it would have to upgrade its aging on-premises CRM environment. The bank decided to ...

Microsoft is expanding its Dynamics 365 ERP/CRM portfolio with more apps in the human capital management (HCM) space. Microsoft introduced its first dedicated HCM application in April, called Dynamics ...