Extending agentic Microsoft Dynamics 365 Sales with MCP
AI agents are only as capable as the tools, skills, and information they can reach.
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Discover practical tips and expert advice tailored for IT professionals. Enhance customer service, streamline supply chain management, and drive efficiency with actionable strategies. Stay updated with the latest best practices for IT professionals and transform your business operations.
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What’s New in Dynamics 365 Field Service Mobile
Field Service Mobile just got smarter. New updates help technicians work faster, stay connected, and handle jobs with fewer clicks. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
Sales Qualification Agent: How we evaluated and improved AI quality with benchmarks
Sales Qualification Agent (SQA) is not a simple productivity tool—it is a complex multi-step agent directly influencing revenue outcomes. -
Elevate service automation with timeout rules for automatic actions
As organizations continue to scale out digital customer service, the need for reliable automation grows. -
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. -
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale.
