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

Microsoft releases new Dynamics 365 Contact Center routing controls, giving admins more precise control over consults and ...

Abhishek Singh, a seasoned Competency Head - Microsoft, leverages Microsoft technologies to drive pr... Running a business in 2026 feels like steering a ship through fast, unpredictable tides.

As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity ...

Contact centers are increasingly adopting AI agents as part of their journey to become autonomous. During this time of rapid transformation, the need for a robust system to monitor agent activity is ...

“You can’t really slap an AI tag on [the] terrible experience that customers are having right now, take out the human element by adding a bot—because that’s going to further infuriate the customer—and ...

In today’s rapidly evolving retail landscape, businesses must adapt to meet the changing demands of their customers. With the rise of digital commerce, customers expect seamless experiences that blend ...