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 ...

Contact centers face many challenges across stakeholder groups. Customers experience frustration from long wait times, limited self-service options, and impersonal interactions due to outdated voice ...

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 ...

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 renamed Microsoft Forms Pro, a product for sending surveys, to "Microsoft Dynamics 365 Customer Voice." There's a new landing page for Microsoft Dynamics 365 Customer Voice, and the ...

In business, customer service and relationship management can mean the difference between bringing in new clients and losing revenue. But state and local governments traditionally do not have to worry ...

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 ...