Microsoft Dynamics 365 Contact Center: New Telemetry Features

✨ New in Dynamics 365 Contact Center! ✨ Say bye-bye to blind spots in customer conversations! 👀📞 Microsoft just rolled out end-to-end diagnostics and telemetry for the voice channel, giving IT teams and supervisors the power to: ✅ Pinpoint failures across every stage of a conversation ✅ Troubleshoot issues in real-time using Application Insights ✅ Analyze voice, messaging, and routing with built-in dashboards ✅ Reduce escalations to support, while improving customer satisfaction 💡 Business Impact? Faster issue resolution = Happier customers 😁 🔍 Whether you're managing routing, self-service, or rep engagement—this update helps you stay ahead of problems before they escalate. 📊 Ready to level up your contact center operations? Explore how telemetry transforms visibility into action: 👉https://lnkd.in/eEczKZGz #Dynamics365 #ContactCenter #Telemetry #CustomerExperience #Microsoft #AI #VoiceChannel #ApplicationInsights #CXInnovation

In today’s fast-paced digital world, customer experience is paramount. Businesses are constantly seeking innovative ways to engage with their customers and provide seamless, personalized interactions on self-service channels. One of the common challenges in customer interactions is the mismatch between customer sentiment and the voice agent’s response. This can lead to frustration and dissatisfaction, ultimately impacting customer loyalty. For instance, a […] The post Create empathetic agents with HD voices in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

🆕 Dynamics 365 Contact Center – Use messaging APIs to manage customer chat conversations New message (MC1143714) issued through Microsoft 365 Admin Center on the 28th August. Microsoft are announcing the ability to use messaging APIs to manage customer chat conversations in Dynamics 365 Contact Center. 📅 This feature will reach general availability on September 30, 2025. 💡 How does this affect me? This feature enables the use of messaging APIs to control and manage customer conversations. These APIs provide the following functionality: - Start or end a conversation. - Start a conversation with an authentication token. - Present options for persistent conversations and context variables. - Send messages, including attachments and updates to context variables. - Receive agent or system messages through webhook subscriptions. - Check agent availability in a queue and retrieve both queue position and estimated wait time. ✅ Business Value Dynamics 365 Contact Center messaging APIs support service-to-service integrations, so you have full control over your customer experience. The APIs are especially useful for business scenarios that traditional integration methods can't solve. When you use messaging APIs, you don't need client-side libraries, SDKs, or connections from client-side devices. This approach works well when you want to bring your own managed communication channel. 💡 Feature Details Messaging APIs provide a set of RESTful interfaces that you can use to control and manage customer conversations programmatically. With these APIs, you can start and end conversations and handle various customer interactions within a session. A webhook subscription lets your services receive real-time updates about conversation events. For example, you can get notifications when an agent sends a message, when a system message is generated, or when an agent closes the conversation. Use messaging APIs when you need full control over the customer experience. They support extensive customization and work well in environments with strict network and data policies, such as closed network deployments. 🚫 This message is for awareness, and no action is required. 🔗Link to the release plan entry here: https://lnkd.in/ecfT4tVW #dynamics365 #contactcenter

New Post: How to Configure Disposition Codes in Microsoft Copilot Service Admin Center From Inogic Have you ever closed a customer chat and wondered how to keep track of what actually happened? Was the issue resolved, escalated, or left open? This is where Disposition Codes in Microsoft Copilot Service Admin Center come in. Disposition Codes help agents categorize the outcome of each customer interaction across channels like chat. For managers, […] https://lnkd.in/ewhfYUzc

💡 Did you know most organizations only leverage 30–40% of Dynamics 365’s capabilities? That means missed opportunities for #automation, customer satisfaction, and operational efficiency. Here are 3 high-impact features you can activate today to unlock the Full Potential of #D365 Customer Service 1. #AI-Driven Case Routing Automatically assign incoming support tickets to the most qualified agent based on skill, availability, and historical performance—reducing resolution time and improving customer satisfaction. 2. #MicrosoftTeams Integration Seamlessly connect D365 with Teams to eliminate “context switching.” Agents can collaborate, access case data, and update records—all without leaving their workflow. 3. Customer Self-Service Portal Empower your customers with 24/7 access to knowledge articles, case tracking, and live chat. This reduces call volumes and boosts customer satisfaction through faster resolutions. 👉 Book your free 1-hour #demo to explore what’s possible and uncover quick #ROI opportunities tailored to your business. https://lnkd.in/g9DpK9E At #Elantis, we specialize in helping #Canadian organizations unlock the full value of D365 Customer Service—customized, integrated, and deployed in weeks, not months. Learn more: https://lnkd.in/gi2by8PV #D365Tips #CustomerExperience #DigitalTransformation #CustomerService #Elantis #Dynamics365

Ready to take your Dynamics 365 Customer Voice surveys to the next level? Melanie Waldman Doolen dives into how using Power Automate can unlock additional flexibility and better reporting for your customer feedback in our latest article. Read it now 👉 https://lnkd.in/g_kibHx7 #PowerAutomate #Dynamics365CustomerVoice #CustomerFeedback

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Guide to Transforming Customer Engagement with Dynamics 365 Contact Center Explore how Microsoft Dynamics 365 Contact Center is reshaping customer service with AI-powered precision. This Copilot-first, cloud-native solution delivers seamless omnichannel support, intelligent routing, and real-time sentiment analysis—all designed to elevate both customer and agent experiences. Learn how to: - Deploy multilingual voice agents and IVR with ease - Automate conversation summaries and resolution paths - Integrate generative AI to reduce costs and boost efficiency Whether you're building a modern contact center or refining enterprise CRM strategy, this guide offers a clear path to intelligent engagement.

How Can Your Small Business Use Microsoft Copilot To Provide A Stellar Customer Experience: How Can Your Small Business Use Microsoft Copilot To Provide A Stellar Customer Experience: Practical Strategies for SMBs Your customers expect fast, personalized, consistent service, and meeting those expectations can feel overwhelming when resources are limited. Microsoft Copilot can streamline communication, anticipate customer needs, and deliver tailored experiences that strengthen loyalty. By integrating directly into the […] #Uncategorized