Microsoft has included Facebook Messenger as an expansive and configurable option for service teams that want to offer support to their customers through Dynamics 365 Customer Service. In October, ...

Microsoft Dynamics 365 CRM is a robust, AI-powered customer relationship management platform designed to elevate customer service operations and enhance overall business efficiency. By seamlessly ...

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 ...

Microsoft is expanding its Dynamics 365 ERP/CRM portfolio with more apps in the human capital management (HCM) space. Microsoft introduced its first dedicated HCM application in April, called Dynamics ...

The Dynamics 365 round-up for this year's Ignite conference offers a look at the new Project Operations Service, a fresh first-party voice channel for Customer Service, and more updates. Hamza Jawad ...

The company was able to build a robust customer service system, with more availability and flexibility to develop other solutions in the future, in addition to maintaining what is highly precious to ...

Like virtually every other major tech company, Microsoft is currently on a mission to bring machine learning to all of its applications. It’s no surprise then that it’s also bringing ‘AI’ to its ...

Microsoft is removing what's been called a "licensing tax" to encourage wider access to sales and customer service data via the Teams collaboration app. But integration remains a work in progress, ...