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Modern customers expect businesses to respond instantly, personalize every interaction, and maintain conversation continuity across channels. A customer may start a conversation on...
Think your CRM is just a fancy address book? The truth is, many teams still wrestle with manual logging and repetitive admin work instead of actually selling. Before we roll initia...
How a single system replaced spreadsheets, workarounds and disconnected tools Live and Learn Consultancy needed a single system to manage their full training workflow. They wanted...
Real-time Chats – April 2026 Release – Session 2 APRIL 2026 – SESSION TWO Real-time chats for Dynamics 365 Marketers with Amey Holden and Megan V. Walker. Amey and I have another L...
The MVP Summit left me chewing on one question: when does the “ChatGPT moment” hit Dynamics ERP? ChatGPT wasn’t a faster search engine. It changed what users expected from their co...
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations....
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. The post Meet the Contact Center Champions Driving the F...
Over the past few months, Copilot has become one of the most talked-about features in the Microsoft ecosystem. But one thing still confuses many people: There are actually two diff...
Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes. The post Meet Your Ag...
Microsoft Dynamics 365 Customer Service provides AI-powered assistance through Copilot features that help customer service representatives improve productivity and streamline suppo...
2026 Release Wave 1: D365 Contact Center Microsoft just dropped the 2026 Release Wave 1 features—and you already know I had to break it all down for you. Just like I’ve done before...
The way we build AI-powered applications is evolving fast. Azure OpenAI has long been a cornerstone for enterprise AI development, and its Chat Completions API has been the workhor...
The Team Relationship CRM now spans capture, engagement, nurture, and close — unified on a single contact record that the whole team can see. Nimble — The Team Relationship CRM for...
100:00:00,000 –> 00:00:05,200The night the emails died, the city got quiet, too quiet. 200:00:05,200 –> 00:00:10,340Cases used to rot in shared mailboxes like forgotten bodie...
Dropbox has unveiled a revolutionary integration with ChatGPT, embedding file access, search, and calendar management directly within the chat interface. This move aims to enhance...
It is 8:15 AM in London. The sky outside is doing what London skies do best, contemplating rain. Jamie, a field sales rep for a US-based healthcare company headquartered in New Yor...
In customer service operations, teams often struggle to get a clear understanding of case performance and SLA compliance in real time. Users usually need to open multiple records,...
Stuart Gentle Publisher at Onrec 07 May 2026|News archiveHow Live Chat Software Helps Businesses Respond Faster Setting the Tone for Customer Interactions When a customer reaches...
100:00:00,000 –> 00:00:02,720Dynamics can be a filing cabinet or a growth engine. 200:00:02,720 –> 00:00:04,800Most teams build filing cabinets. 300:00:04,800 –> 00:00:06,...
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. The pos...
Microsoft Teams external chat capabilities make collaboration easier, but they also introduce new security risks. Attackers are no longer limited to traditional email phishing; the...
Tap into Q to automate logging meetings, generate insights instantly, and enable teams to interact conversationally with their CRM data
Did you know that 72% of students prefer receiving updates from their school or university via messaging apps rather than email? This shift isn’t just a trend, it’s a fundamental c...
In today’s competitive digital landscape, building strong customer relationships is no longer optional—it’s essential. Businesses are expected to deliver personalized, seamless, an...
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