Microsoft has released FetchXML-driven customization for Dynamics 365 Contact Center, enabling targeted agent transfers and ...

Microsoft made big waves this year with its ChatGPT investments and generative artificial intelligence enhancements to Bing search and its Edge browser — for better or for worse. Today, it went down ...

Microsoft Dynamics 365 is a comprehensive customer relationship management (CRM) solution packed with advanced features enhanced by AI capabilities. It offers a robust set of tools to help businesses ...

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Customers experience frustration from long wait times, limited self-service options, and impersonal interactions due to outdated voice ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

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 ...

In business, customer service and relationship management can mean the difference between bringing in new clients and losing revenue. But state and local governments traditionally do not have to worry ...

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 ...