Microsoft has recently released this feature which offers a fantastic potential for customer service and voice-based bot interactions. You can now expand the scope of support by allowing customers to interact with bots using their voice. Integrate those chats with Dynamics 365 Customer Service for escalation to a human agent. With Power Virtual Agents, you can contextually hand off escalated Power Virtual Agents sessions to live (human) agents using the Chat Add-in for Dynamics 365 Customer Service. You can also connect both voice-based and text-based bot conversations by installing extension ..read more

Microsoft is adding a number of new planned features for the ISV community (Independent Software Vendors). Our TechLabs London business, is a Microsoft ISV where we have delivered the iProperty Cloud platform and family of products built on the Microsoft Dynamics 365 Customer Engagement and the Power Platform. Hence, these new features are very welcomed by our team and the wider ISV community. There are many features that either have already been released or due to be released soon. This post is a summary of some the key features that we liked as a team and have been looking out for: Applicat ..read more

Microsoft is releasing a number of new features within AI Builder with various Public Preview and General Availability dates starting from November 2021 to March 2022. Because some of these features may not have released yet, Microsoft may change delivery timelines and some of the projected functionality may not be released. AI Scenario Improvement Dates: Feature Enabled for Public Preview General Availability Bring your own model into AI Builder Admins, makers, marketers, or analysts, automatically 1 November 2021 AI Builder Credit Inclusion in Power Apps Users, automatically 15 Decem ..read more

As part of Microsoft Power Platform Release Wave 2 (Fall 2021), Microsoft is adding new functionality to Microsoft AI Builder, part of the Microsoft Power Platform. Features include intelligent document processing with the ability to extract new content types such as checkboxes, signatures and typed fields (date and currency). There will also be support for more prebuilt models in the document automation solution. AI Builder aims to give makers the ability to build AI scenarios with easy-to-use and modern user interfaces. It is already integrated into Power Apps and Power Automate, giving` mak ..read more

Microsoft announces native Voice channel for Microsoft Dynamics 365 Customer Service. This is to complement Dynamics 365 Omni Channel which now has Voice, Chat, SMS, Whats App and more. This is a significant move forward by Microsoft as competitors are way behind when it comes to native voice channel in their Customer Services solution offerings. The new Voice channel is built on Microsoft Azure Communication Services and I expect this to be a fantastic feature for all Dynamics 365 customers. Microsoft said native voice support, which plugs into the same calling platform used by Microsoft Team ..read more

Fantastic news! Microsoft has just announced that they are offering 6 months of FREE Microsoft Dynamics 365 Customer Service Licences, Power Apps, Power Automate, Power Apps Portal and Power Virtual Agents! Microsoft said in the announcement: “We are making Power Apps, Power Automate, Power Apps portals and Power Virtual Agents available for a free six-month product offer, that includes all premium capabilities for customers in the healthcare, education, non-profit, and government sectors.” The announcement is also saying: “during the COVID-19 crisis, Dynamic ..read more

More good news from James Phillips announcement about helping Business continuity for Microsoft Business Solutions customers. Microsoft is relaxing the deadlines for deprecating the Microsoft Dynamics 365 Customer Engagement legacy web client by two months to December 2020. As we know, Microsoft was due to end the legacy web client for Dynamics 365 Online organisations from October 2020 and have asked all Customers to move to use Dynamics 365 Unified Client Interface (UCI). This has now been delayed to December, which is good news for those business still struggling to move to UCI. James ..read more

Today, 25th March 2020, Microsoft announced the deprecation of Microsoft Dynamics 365 CRM Outlook COM Add-in. This is the second time Microsoft announces that! First time was in 2017 until James Phillips, President of Microsoft Business Solutions, announced the “un-deprecation” during his Q&A session with me as part of his keynote of our 365 Saturday event in London in January 2018. (I’m obviously very proud of this exclusive news I got at the time! – you can see and read it here ) Back then, James announcement was very welcomed as many organisations relied heavily on the Outlook COM ..read more

I have recently published an article on MS Dynamics World discussion the rise of Dynamics 365 and the Power Platform in the Real Estate, Property and Housing Market. I also discuss the reasons for this and why other old-time established vendors are unable to compete. Keen to hear everyone views on this (no swearing!). The post is inspired by our own firm’s experience (TechLabs London) in the Dynamics 365 platform and in the Property and Housing Industry through our solution (iProperty Cloud) Here is a link to the article – feel free to comment below or on the article itself: https://msdynamics ..read more

James Phillips, President of Microsoft Business Solutions, has today announced a number of actions by Microsoft to support businesses globally due to the current difficult times caused by Corona Virus and COVID-19 pandemic. The announcement is part of Microsoft’s commitment to help ensure business continuity for its Customers and Partners especially those using Microsoft Business Solutions such as Dynamics 365 CRM (Customer Engagement) and Microsoft Power Platform. A key part of this announcement is that Microsoft will now defer the mandatory uptake of 2020 Wave 1 update from April to May. Jam ..read more