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Message ID: MC1066082
We are announcing the ability to use improved outbound dialing with reduced latency for service representatives in Dynamics 365 Contact Center. This feature will reach general availability on May 31, 2025.
How does this affect me?
With this feature, service representatives will no longer need to wait for a session to be created before they can place an outbound call. The latest UI updates ensure representatives have all the customer-related information in one place that adheres to an intuitive user flow.
What do I need to do to prepare?
This message is for awareness and no action is required.
Source: Microsoft
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The recent announcement regarding the improved outbound dialing feature in Dynamics 365 Contact Center is set to create quite a buzz among service representatives and admins alike, and for good reason! With the rollout expected by May 31, 2025, this update promises to enhance the efficiency of outbound calls by significantly reducing latency.
For admins, this change means less time spent managing call sessions and more focus on strategic initiatives. The streamlined interface will allow service representatives to access customer information seamlessly, leading to a more cohesive workflow. It’s akin to upgrading from a flip phone to the latest smartphone—everything just works better and faster!
Users, on the other hand, will appreciate the immediate benefits of less waiting time when placing calls. No longer will they have to twiddle their thumbs while a session is being created. Instead, they can dive straight into conversations, armed with all the necessary customer data at their fingertips. This is bound to boost productivity and enhance customer satisfaction, as reps can respond to inquiries and issues more promptly.
The impact of these changes is likely to be substantial. By minimizing downtime and maximizing access to customer information, both service representatives and admins can look forward to a more efficient and enjoyable experience. It’s a win-win situation that could even lead to fewer coffee breaks—just kidding, we all know coffee is essential!
So, what do you think about this upcoming feature? Will it change the way your team operates? Share your thoughts and experiences in the comments below! And for more insights into Dynamics 365 and other updates, don’t forget to check out the posts at mwpro.co.uk. Your feedback is invaluable, and we can’t wait to hear from you!