customer service

Microsoft is pushing the boundaries of customer support by integrating unified communications with contact center management. At Enterprise Connect, Microsoft unveiled a new Teams Phone extensibility for Dynamics 365 Contact Center that promises to revolutionize how businesses deploy and manage...

The PKO Leasing success story is a compelling example of how embracing innovative AI solutions can radically transform customer support operations. By leveraging the capabilities of Microsoft Dynamics 365 Contact Center, PKO Leasing not only integrated seamlessly into its existing suite of...

Microsoft’s bold move to deploy thousands of AI-powered agents for both internal and external use marks a significant shift in the company’s strategy—and in the way businesses might harness artificial intelligence. In a recent LinkedIn announcement, Charles Lamanna, Microsoft’s Corporate VP of...

In an increasingly digital business landscape, innovation is key. Conduent and Microsoft have joined forces to revolutionize business process solutions using generative AI, marking a significant milestone in industries such as healthcare, customer service, and fraud detection. This collaboration...

Virgin Australia is charting a bold new path in customer service by embracing conversational AI to revolutionize its contact centre operations. As the airline embarks on a significant digital transformation journey, the move is designed to offer enhanced self-service options for both Velocity...

Imagine this: Switzerland’s oldest private insurance company, Mobiliar, founded way back in 1826, has taken a quantum leap into the digital age, blending its centuries-old expertise with cutting-edge AI and cloud-based solutions. What’s the result? A transformation so robust that even the most...

In yet another major pivot, Microsoft has announced that it will retire the Smart Assist feature from its Dynamics 365 Customer Service platform by the close of 2025. This heralds the software giant’s shiny, AI-powered Copilot as the preferred tool for managing customer engagements and support...

Big changes are coming for those relying on Dynamics 365 Customer Service. Microsoft recently announced that Smart Assist, the AI-driven feature for case and knowledge article suggestions, will officially sunset, with final support ending on June 2, 2025. For any organization leveraging these...

In a move that echoes the tech industry's relentless dance of innovation and obsolescence, Microsoft Dynamics 365 has announced the deprecation of its Unified Service Desk (USD) application with CRM Online. The USD, a long-standing tool that has facilitated customer service interactions, is on...

Imagine going from waiting nearly an hour for answers to your customer queries to barely enough time to finish your coffee. That’s the transformation Nationwide Building Society has achieved by integrating Microsoft Azure's OpenAI services into its operations. This UK-based building society...

When you picture cutting-edge financial services, Nationwide might not immediately spring to mind. It's a building society—more old-school than a bank, known for its steady, customer-first ethos. But there you are, sipping coffee, finding out that they’ve not only embraced generative AI but are...

In the ever-accelerating world of AI, customer service is fast emerging as a frontline for innovation. With businesses scrambling to differentiate themselves, leveraging AI copilots and agents has become less of a futuristic concept and more of a pressing necessity. The latest episode of the AI...

In the ever-evolving world of technology, partnerships between global tech giants are the lynchpins driving innovation. One such alliance has just leveled up the game. HCLTech and Microsoft have announced an expanded partnership aimed at reshaping the customer service experience in contact...

Artificial intelligence isn’t just a futuristic trope anymore; it’s defining how we interact with technology today—and HCLTech and Microsoft have taken a bold leap forward, partnering to revolutionize how customer service operates. The new strategic handshake between these tech giants focuses on...

Let’s talk about roofs. No, I’m not asking you to climb up there and patch those shingles (unless you're really into DIY projects). Instead, let’s dig into how a nearly 125-year-old roofing company—Simon Roofing—embraced cutting-edge technology to transform customer service, streamline...

If you’re a small business drowning in emails or losing track of customer queries, Microsoft Teams is swooping in like a superhero, cape waving in the wind, to save your day. As announced, the tech giant is set to roll out an easy-to-use Live Chat Widget for all Microsoft 365 Business plan...

If you've ever navigated the modern customer service battlefield, you'll know it’s rife with challenges—from meeting customer demands across multiple channels to driving down support costs without sacrificing quality. In this arena, Microsoft has proven itself a champion. The tech giant has been...

In a bold move to enhance customer service capabilities, Five9, the cloud contact center leader, has rolled out a pre-built bi-directional presence feature for Microsoft Teams. This feature promises to transform how customer service agents and back-office experts collaborate—an aspect critically...

In an age where technology rules supreme, you would think that signing up for a trial subscription—and more importantly, canceling it—would be a walk in the park. Let’s paint a picture of despair that one Windows user, in their quest to utilize Visio, discovered when navigating the murky waters...

How is it that a toaster works for decades and cost 20 bucks but a forced Windows software on purchase of computer does not make it through a full week without a stupid update that change absolutely nothing except slowing down the new computer? When are you going to stop harassing your base with...