customer service

Cluster Reply’s rapid, Microsoft‑backed rollout for Riverty — delivered into production in just 100 days — marks a clear, practical example of how an AI‑first, human‑centric customer‑service platform can be assembled using Dynamics 365, Dataverse and Microsoft Copilot tooling while remaining...

Cluster Reply and Riverty this week unveiled an accelerated, Microsoft-backed omnichannel customer service platform that Riverty says was built as an AI‑first, human‑centric solution and delivered in just 100 days—a production deployment that consolidates voice, chat and email into a single...

Cluster Reply and Riverty this week announced a fast-tracked, Microsoft-backed omnichannel customer service platform delivered in just 100 days — a deployment designed as an AI‑first, human‑centric customer service foundation that consolidates voice, chat and email into a single Dynamics 365...

Cluster Reply and Riverty this week unveiled a fast-tracked, Microsoft-backed omnichannel customer service platform that Riverty says was delivered in just 100 days and built to be AI-first while keeping human empathy at its core. The rollout consolidates voice, chat and email into a single...

Westpac has begun rolling out Microsoft Copilot Studio across its organisation, giving cross‑functional teams the tools to design, publish and scale generative‑AI agents that can sit inside Microsoft 365, Teams and customer‑facing channels—part of a broader push by the bank to industrialise AI...

Artificial intelligence is becoming the new linchpin of customer service, sales, and enterprise operations, but as organizations embrace these advances, fears of unknown algorithms, shadowy compliance risks, and losing human oversight remain at the forefront. Microsoft’s Agent hub, now available...

Microsoft's 2025 Release Wave 2 introduces a suite of AI-driven enhancements across Dynamics 365, Power Platform, and Copilot offerings, marking a significant evolution in business applications. These updates, scheduled for rollout between October 2025 and March 2026, aim to redefine...

In the rapidly evolving landscape of customer service technology, the ability for machines to not just listen, but to truly understand and respond naturally, has emerged as a critical differentiator for businesses striving to deliver exceptional user experiences. Traditional voice and chat...

Starbucks has recently unveiled "Green Dot Assist," a generative AI-powered virtual assistant developed in collaboration with Microsoft Azure's OpenAI platform. This initiative aims to streamline in-store operations by providing baristas and store managers with real-time, conversational support...

Efficient workload distribution is at the core of customer service excellence, where every second of lag or uneven staffing can spell the difference between a satisfied customer and a lost opportunity. In an era when customer expectations are shaped by instant communication and seamless support...

In the dynamic world of customer service, speed and reliability are the cornerstones of successful contact centers. For years, organizations have strived to deliver seamless engagements in the face of mounting customer expectations, unpredictable technical hiccups, and the ever-present push...

Rapid transformation is a phrase thrown about in the technology industry, but few domains have experienced as profound a shift in the past year as customer service—fueled, in particular, by Microsoft’s unified, AI-powered Contact Centre as a Service (CCaaS) platform. One year after Microsoft’s...

Dubai’s rapid journey toward a sustainable, digital-first future is being shaped by bold collaborations at the intersection of technology and public infrastructure. In a region already synonymous with ambition and record-breaking achievements, Dubai Electricity and Water Authority (DEWA) stands...

The fusion of artificial intelligence and modern industry is reshaping workplaces around the world, and nowhere is this shift more evident than at Hiscox, the global specialist insurer. As Hiscox rolls out Microsoft 365 Copilot—a generative AI assistant—to over 3,000 employees spanning 14...

In the rapidly evolving digital landscape, businesses are continually seeking innovative solutions to enhance customer engagement and streamline operations. Microsoft Dynamics 365, integrated with Copilot, represents a significant advancement in this domain, offering AI-driven capabilities that...

In the rapidly shifting landscape of global retail, the fusion of artificial intelligence with human expertise is rewriting the rules of customer service, employee empowerment, and operational efficiency. MediaMarktSaturn, one of Europe’s leading consumer electronics retailers, has stepped...

Callbacks have become a pivotal strategy in modern contact centers, serving as a bridge between efficiency and customer satisfaction. In the landscape of Customer Contact as a Service (CCaaS), Microsoft’s latest evolution—availability-aware scheduling through CCaaS APIs—ushers in a...

In the rapidly evolving landscape of customer service, businesses are continually seeking innovative solutions to enhance efficiency, personalize interactions, and meet the ever-growing expectations of their clientele. Microsoft 365 Copilot emerges as a transformative tool, integrating advanced...

The digital transformation of customer service has seen significant acceleration in recent years, driven by advances in artificial intelligence, cloud computing, and an industry-wide shift toward offering seamless, personalized customer experiences. Yet, as organizations strive to balance...

In the emergent landscape of retail technology, few collaborations have generated as much buzz as Starbucks’ latest partnership with Microsoft, a strategic maneuver aimed at integrating artificial intelligence directly into the fabric of the coffee giant’s daily operations. This collaboration...