Dynamics 365 Blog

Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve The post Smarter callbacks with availability-aware scheduling CCaaS APIs appeared first on Microsoft Dynamics 365 Blog.

See the latest AI sales transformation offering from Microsoft and agents to help sales teams nurture and close deals.   The post AI in sales: Applying historical lessons to modern challenges  appeared first on Microsoft Dynamics 365 Blog.

Based on conversations at the 2025 Gartner CFO Conference, here are three things finance leaders should know about getting started with agents and AI. The post Get started with agents for finance: Learnings from 2025 Gartner® CFO & Finance Executive Conference appeared first on Microsoft Dynamics 365 Blog.

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a reminder about a missed payment, a heads-up about a delivery delay, or a quick check-in after a dropped call, customers appreciate when companies practice proactive engagement.  At the same time, businesses are The post The power of proactive engagement in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Scheduling resources in a globally distributed team presents unique challenges. A team with members in different regions may find it difficult to align schedules because their working hours appear differently on a schedule board that is locked to a single time zone.   By normalizing working hours to Coordinated Universal Time (UTC), this feature ensures that scheduling is both accurate and effortless, enabling smoother operations for teams spread across the globe. The unified format makes it easier to focus on availability without the distraction of manual conversions. The post Seamless scheduling across time zones in Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

We are announcing updates to Dynamics GP and Dynamics SL product availability. The post Explore migration options for Microsoft Dynamics GP and Microsoft Dynamics SL customers appeared first on Microsoft Dynamics 365 Blog.

Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it happens. By providing an up-to-date view of workloads, agent activity, and case progress, this feature ensures your team can The post Unlock the power of record routing with real-time analytics appeared first on Microsoft Dynamics 365 Blog.

With Microsoft Dynamics 365, organizations are embracing a modern, AI-first approach that redefines productivity and customer engagement. The post Agentic CRM systems: Learnings from organizations making the switch appeared first on Microsoft Dynamics 365 Blog.

To power the next generation of omnichannel retail, we have modernized the Dynamics 365 Commerce POS with a new framework built on React and Fluent 2 Design. This modern framework goes beyond a visual refresh – it supports agentic experiences, extensibility, and accessibility compliance.  React provides faster load times, smoother screen transitions, and a more responsive interface, especially on mobile and touch devices, making the experience more intuitive for store associates. The React-based framework sets the foundation for mobile experiences, which translates to a faster checkout resulting in sales conversion and better customer satisfaction. The post Under the Hood: Building an AI-Driven Storefront with Dynamics 365 Commerce  appeared first on Microsoft Dynamics 365 Blog.

Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey. The post AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview appeared first on Microsoft Dynamics 365 Blog.