Copilot Cowork: From conversation to action across skills, integrations, and devices
Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Turning customer experience into a growth engine
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. -
Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. -
Introducing Service Agent in Microsoft 365 Copilot
Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot. -
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. -
All Transfer Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers. -
Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work. -
2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings
We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot. -
A new way of working is taking shape: Frontier Transformation
We’re taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform.
