A deep understanding of the customer journey is the foundation of a great customer experience. Dynamics 365 provides a comprehensive view of customer interactions across various touchpoints, enabling ...

Since 2000, Moneris Solutions Corporation (‘Moneris’) has been offering businesses industry-leading payment solutions that make doing business easy, but a legacy ticketing system was hindering support ...

It's October 1, which means it's time for Microsoft's Dynamics 365 and Power Platform 2020 Wave 2 features to begin rolling out. Microsoft also is using the Wave 2 rollout kick-off to announce a few ...

In the age of hyper-personalization, customer expectations are constantly evolving. Businesses are now expected to deliver seamless, tailored experiences across every touchpoint—from sales and service ...

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, ...

Dynamics 365 Contact Center elevates customer experience by offering seamless interactions through preferred channels (voice, SMS, web, email, and social media), integrated with CRM systems for ...

Microsoft made big waves this year with its ChatGPT investments and generative artificial intelligence enhancements to Bing search and its Edge browser — for better or for worse. Today, it went down ...

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 ...

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 ...

When Westpac New Zealand wanted to build more valuable relationships with its banking customers, it knew that it would have to upgrade its aging on-premises CRM environment. The bank decided to ...