Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Microsoft will work with consumer support advocate GetHuman.com on the creation of new standards for better customer service industrywide. Several companies, including Microsoft and speech recognition ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

The centerpiece of Microsoft's business in 2023 has been the unfolding of its Copilot software in many forms, most recently with Microsoft 365 Copilot for the productivity suite and Dynamics 365 ...

Microsoft releases new Dynamics 365 Contact Center routing controls, giving admins more precise control over consults and ...

Microsoft announced a new round of job cuts internally Monday morning, impacting an unknown number of employees in customer service, support, and sales. The cuts go beyond the 10,000 global layoffs ...

Customer service has never been a more important differentiator for enterprises than it is now in the economic downturn, according to software giant Microsoft. The financial crisis provides a key ...

Missed something last week on CMSWire.com? We've got you covered as we recap some of our top stories from last week. Are learning management systems going to boost institutions' learning strategies?

Copilot, Microsoft’s brand of generative AI technologies, promises to be a big moneymaker for the company, with one analyst predicting that it could generate $10 billion in annualized revenue by 2026.

Yes, it sounds obvious. But even some at Microsoft concede that when you're the world's largest software company it's easy to lose focus. That is, until your customers start to balk -- and look to ...

Microsoft and FedEx today went public with more about the next phase of their multiyear partnership, which they first announced in 2020. On January 24, the pair revealed that they are working to ...