Customer Engagement
The latest Customer Engagement coverage — news, analysis, and updates from the WindowsNews.AI desk.
Microsoft 365 Copilot Gets Customer-Facing Channels: Web Chat, Voice, SMS, and Email on the Way
Microsoft 365 Copilot is about to step out of the office and straight into customer conversations. On July 8, 2026, the company added Roadmap ID 567001 to its public roadmap, detailing a new web...
RingCentral Brings 'Informal' Contact Center to Mid-Market with New Teams App
RingCentral has officially launched its Customer Engagement Bundle as a generally available native app inside Microsoft Teams, targeting mid-market organizations that need a professional-grade...
Microsoft AI Cuts BPO Service Desk Inquiries by 70% as Accenture Saves 30% IT Demand
Major business process outsourcing (BPO) firms are leveraging Microsoft’s AI stack to automate away millions of repetitive tasks, slash operational costs, and elevate their strategic role in global...
How Microsoft AI is Transforming the Future of Business Process Outsourcing
The business process outsourcing (BPO) sector is undergoing a profound metamorphosis, driven by an unprecedented convergence of artificial intelligence and Microsoft’s relentless innovation in the...
Microsoft’s Ambitious AI Strategy Transforming Partner and Channel Ecosystem
Microsoft’s AI strategy for its partner and channel ecosystem stands as one of the most ambitious transformations in the tech giant’s storied history. This revolution, centering artificial...
Instant Technologies and KnowledgeWave Bring AI-Powered Just-in-Time Training Directly into Microsoft Teams
In the rapidly shifting landscape of digital work, few partnerships capture the spirit of innovation and urgency around employee development like the recent convergence between Instant Technologies...
Transforming Media and Marketing: The Impact and Future of AI Integration in 2024
Artificial intelligence has ushered in a new era for the media and marketing sector, fundamentally redefining how content is ideated, created, distributed, and consumed. From the integration of...
Agentic AI in 2025: Transforming Industries with Autonomous Intelligence and the Windows Ecosystem
Agentic AI is rapidly shaping the business and technology landscape as we step deeper into 2025. Far beyond the realm of simple automation, Agentic AI represents a new paradigm—where “agents”...
Revolutionizing Marketing with AI-Powered Digital Twins on Windows
Artificial intelligence is ushering in a new era for digital content creation, one that moves far beyond generic automation or simple productivity boosters. In particular, the advent of AI-powered...
Microsoft Switzerland Appoints Mohamad Ali Mahfouz to Lead AI and Cloud Strategy Amid Growing Digital Economy
Microsoft Switzerland's latest leadership announcement represents more than just an organizational change; it signals a strategic evolution for the tech giant within a burgeoning and highly...
Microsoft Dynamics 365: AI-Powered ERP and CRM Solutions for Business Transformation
The integration of Artificial Intelligence (AI) into Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems is reshaping how businesses operate, and Microsoft Dynamics...
Microsoft Dynamics 365 Contact Center: Revolutionizing Customer Service with AI
Microsoft Dynamics 365 Contact Center: Revolutionizing Customer Service with AI In today's competitive landscape, delivering exceptional customer service is paramount. Businesses are constantly...