Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024

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agility_cont","cT":"Container","id":"c7c2c3c8c2m1r1a1","sN":7,"aN":"c2c3c8c2m1r1a1"}'> <a id="shellmenu_11" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/dynamics-365/solutions/supply-chain" data-m='{"cN":"CatNav_Deliver supply chain agility_nav","id":"n1c7c2c3c8c2m1r1a1","sN":1,"aN":"c7c2c3c8c2m1r1a1"}'>Deliver supply chain agility</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"Strengthen financial and operating models_cont","cT":"Container","id":"c8c2c3c8c2m1r1a1","sN":8,"aN":"c2c3c8c2m1r1a1"}'> <a id="shellmenu_12" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/dynamics-365/solutions/finance" data-m='{"cN":"CatNav_Strengthen financial and operating models_nav","id":"n1c8c2c3c8c2m1r1a1","sN":1,"aN":"c8c2c3c8c2m1r1a1"}'>Strengthen financial and operating models</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"Boost productivity with AI_cont","cT":"Container","id":"c9c2c3c8c2m1r1a1","sN":9,"aN":"c2c3c8c2m1r1a1"}'> <a 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data-m='{"cT":"Container","id":"c3c5c8c2m1r1a1","sN":3,"aN":"c5c8c2m1r1a1"}'> <span id="uhf-navspn-shellmenu_22-span" style="display:none" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn1c3c5c8c2m1r1a1","sN":1,"aN":"c3c5c8c2m1r1a1"}'>Supply chain</span> <button id="uhf-navbtn-shellmenu_22-button" type="button" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn2c3c5c8c2m1r1a1","sN":2,"aN":"c3c5c8c2m1r1a1"}'>Supply chain</button> <ul aria-hidden="true" aria-labelledby="uhf-navspn-shellmenu_22-span"> <li class="js-nav-menu single-link" data-m='{"cN":"Supply Chain Management_cont","cT":"Container","id":"c3c3c5c8c2m1r1a1","sN":3,"aN":"c3c5c8c2m1r1a1"}'> <a id="shellmenu_23" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/dynamics-365/products/supply-chain-management" data-m='{"cN":"CatNav_Supply Chain Management_nav","id":"n1c3c3c5c8c2m1r1a1","sN":1,"aN":"c3c3c5c8c2m1r1a1"}'>Supply Chain Management</a> </li> <li class="js-nav-menu single-link" 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nested-menu" data-m='{"cT":"Container","id":"c10c2c1c9c2m1r1a1","sN":10,"aN":"c2c1c9c2m1r1a1"}'> <span id="uhf-navspn-shellmenu_70-span" style="display:none" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn1c10c2c1c9c2m1r1a1","sN":1,"aN":"c10c2c1c9c2m1r1a1"}'>Software</span> <button id="uhf-navbtn-shellmenu_70-button" type="button" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn2c10c2c1c9c2m1r1a1","sN":2,"aN":"c10c2c1c9c2m1r1a1"}'>Software</button> <ul aria-hidden="true" aria-labelledby="uhf-navspn-shellmenu_70-span"> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_WindowsApps_cont","cT":"Container","id":"c3c10c2c1c9c2m1r1a1","sN":3,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_71" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/apps/windows?icid=CNavAppsWindowsApps" data-m='{"cN":"GlobalNav_More_Software_WindowsApps_nav","id":"n1c3c10c2c1c9c2m1r1a1","sN":1,"aN":"c3c10c2c1c9c2m1r1a1"}'>Windows Apps</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_AI_cont","cT":"Container","id":"c4c10c2c1c9c2m1r1a1","sN":4,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_72" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/ai" data-m='{"cN":"GlobalNav_More_Software_AI_nav","id":"n1c4c10c2c1c9c2m1r1a1","sN":1,"aN":"c4c10c2c1c9c2m1r1a1"}'>AI</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_Outlook_cont","cT":"Container","id":"c5c10c2c1c9c2m1r1a1","sN":5,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_73" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/microsoft-365/outlook/email-and-calendar-software-microsoft-outlook" data-m='{"cN":"GlobalNav_More_Software_Outlook_nav","id":"n1c5c10c2c1c9c2m1r1a1","sN":1,"aN":"c5c10c2c1c9c2m1r1a1"}'>Outlook</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_OneDrive_cont","cT":"Container","id":"c6c10c2c1c9c2m1r1a1","sN":6,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_74" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/microsoft-365/onedrive/online-cloud-storage" data-m='{"cN":"GlobalNav_More_Software_OneDrive_nav","id":"n1c6c10c2c1c9c2m1r1a1","sN":1,"aN":"c6c10c2c1c9c2m1r1a1"}'>OneDrive</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_Microsoft Teams_cont","cT":"Container","id":"c7c10c2c1c9c2m1r1a1","sN":7,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_75" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/microsoft-teams/group-chat-software" data-m='{"cN":"GlobalNav_More_Software_Microsoft Teams_nav","id":"n1c7c10c2c1c9c2m1r1a1","sN":1,"aN":"c7c10c2c1c9c2m1r1a1"}'>Microsoft Teams</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Software_OneNote_cont","cT":"Container","id":"c8c10c2c1c9c2m1r1a1","sN":8,"aN":"c10c2c1c9c2m1r1a1"}'> <a id="shellmenu_76" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/microsoft-365/onenote/digital-note-taking-app" 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data-m='{"cN":"PCsAndDevices_cont","cT":"Container","id":"c11c2c1c9c2m1r1a1","sN":11,"aN":"c2c1c9c2m1r1a1"}'> <span id="uhf-navspn-shellmenu_79-span" style="display:none" f-multi-parent="true" aria-expanded="false" data-m='{"cN":"GlobalNav_PCsAndDevices_nonnav","id":"nn1c11c2c1c9c2m1r1a1","sN":1,"aN":"c11c2c1c9c2m1r1a1"}'>PCs & Devices </span> <button id="uhf-navbtn-shellmenu_79-button" type="button" f-multi-parent="true" aria-expanded="false" data-m='{"cN":"GlobalNav_PCsAndDevices_nonnav","id":"nn2c11c2c1c9c2m1r1a1","sN":2,"aN":"c11c2c1c9c2m1r1a1"}'>PCs & Devices </button> <ul aria-hidden="true" aria-labelledby="uhf-navspn-shellmenu_79-span"> <li class="js-nav-menu single-link" data-m='{"cN":"More_PCsAndDevices_PCsAndTablets_cont","cT":"Container","id":"c3c11c2c1c9c2m1r1a1","sN":3,"aN":"c11c2c1c9c2m1r1a1"}'> <a id="shellmenu_80" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/b/pc?icid=CNavDevicesPC" data-m='{"cN":"GlobalNav_More_PCsAndDevices_PCsAndTablets_nav","id":"n1c3c11c2c1c9c2m1r1a1","sN":1,"aN":"c3c11c2c1c9c2m1r1a1"}'>Computers</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_PCsAndDevices_ShopXbox_cont","cT":"Container","id":"c4c11c2c1c9c2m1r1a1","sN":4,"aN":"c11c2c1c9c2m1r1a1"}'> <a id="shellmenu_81" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/b/xbox?icid=CNavDevicesXbox" data-m='{"cN":"GlobalNav_More_PCsAndDevices_ShopXbox_nav","id":"n1c4c11c2c1c9c2m1r1a1","sN":1,"aN":"c4c11c2c1c9c2m1r1a1"}'>Shop Xbox</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_PCsAndDevices_Accessories_cont","cT":"Container","id":"c5c11c2c1c9c2m1r1a1","sN":5,"aN":"c11c2c1c9c2m1r1a1"}'> <a id="shellmenu_82" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/b/accessories?icid=CNavDevicesAccessories" 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type="button" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn2c12c2c1c9c2m1r1a1","sN":2,"aN":"c12c2c1c9c2m1r1a1"}'>Entertainment</button> <ul aria-hidden="true" aria-labelledby="uhf-navspn-shellmenu_86-span"> <li class="js-nav-menu single-link" data-m='{"cN":"More_Entertainment_XboxGamePassUltimate_cont","cT":"Container","id":"c3c12c2c1c9c2m1r1a1","sN":3,"aN":"c12c2c1c9c2m1r1a1"}'> <a id="shellmenu_87" class="js-subm-uhf-nav-link" href="https://www.xbox.com/en-us/games/store/xbox-game-pass-ultimate/cfq7ttc0khs0?icid=CNavAllXboxGamePassUltimate" data-m='{"cN":"GlobalNav_More_Entertainment_XboxGamePassUltimate_nav","id":"n1c3c12c2c1c9c2m1r1a1","sN":1,"aN":"c3c12c2c1c9c2m1r1a1"}'>Xbox Game Pass Ultimate</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Entertainment_PC_Game_Pass_cont","cT":"Container","id":"c4c12c2c1c9c2m1r1a1","sN":4,"aN":"c12c2c1c9c2m1r1a1"}'> <a id="shellmenu_88" class="js-subm-uhf-nav-link" href="https://www.xbox.com/en-us/games/store/pc-game-pass/cfq7ttc0kgq8?icid=CNavAllPCGamePass" data-m='{"cN":"GlobalNav_More_Entertainment_PC_Game_Pass_nav","id":"n1c4c12c2c1c9c2m1r1a1","sN":1,"aN":"c4c12c2c1c9c2m1r1a1"}'>PC Game Pass</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Entertainment_XboxGames_cont","cT":"Container","id":"c5c12c2c1c9c2m1r1a1","sN":5,"aN":"c12c2c1c9c2m1r1a1"}'> <a id="shellmenu_89" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/b/xboxgames?icid=CNavGamesXboxGames" data-m='{"cN":"GlobalNav_More_Entertainment_XboxGames_nav","id":"n1c5c12c2c1c9c2m1r1a1","sN":1,"aN":"c5c12c2c1c9c2m1r1a1"}'>Xbox games</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Entertainment_PCGames_cont","cT":"Container","id":"c6c12c2c1c9c2m1r1a1","sN":6,"aN":"c12c2c1c9c2m1r1a1"}'> <a id="shellmenu_90" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/games/windows?icid=CNavGamesWindowsGames" data-m='{"cN":"GlobalNav_More_Entertainment_PCGames_nav","id":"n1c6c12c2c1c9c2m1r1a1","sN":1,"aN":"c6c12c2c1c9c2m1r1a1"}'>PC and Windows games</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Entertainment_MoviesAndTV_cont","cT":"Container","id":"c7c12c2c1c9c2m1r1a1","sN":7,"aN":"c12c2c1c9c2m1r1a1"}'> <a id="shellmenu_91" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/store/movies-and-tv?icid=TopNavMoviesTv" data-m='{"cN":"GlobalNav_More_Entertainment_MoviesAndTV_nav","id":"n1c7c12c2c1c9c2m1r1a1","sN":1,"aN":"c7c12c2c1c9c2m1r1a1"}'>Movies & TV</a> </li> </ul> </li> <li class="f-sub-menu js-nav-menu nested-menu" data-m='{"cT":"Container","id":"c13c2c1c9c2m1r1a1","sN":13,"aN":"c2c1c9c2m1r1a1"}'> <span id="uhf-navspn-shellmenu_92-span" style="display:none" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn1c13c2c1c9c2m1r1a1","sN":1,"aN":"c13c2c1c9c2m1r1a1"}'>Business</span> <button id="uhf-navbtn-shellmenu_92-button" type="button" f-multi-parent="true" aria-expanded="false" data-m='{"id":"nn2c13c2c1c9c2m1r1a1","sN":2,"aN":"c13c2c1c9c2m1r1a1"}'>Business</button> <ul aria-hidden="true" aria-labelledby="uhf-navspn-shellmenu_92-span"> <li class="js-nav-menu single-link" data-m='{"cN":"More_Business_Microsoft_Cloud_cont","cT":"Container","id":"c3c13c2c1c9c2m1r1a1","sN":3,"aN":"c13c2c1c9c2m1r1a1"}'> <a id="shellmenu_93" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/microsoft-cloud" data-m='{"cN":"GlobalNav_More_Business_Microsoft_Cloud_nav","id":"n1c3c13c2c1c9c2m1r1a1","sN":1,"aN":"c3c13c2c1c9c2m1r1a1"}'>Microsoft Cloud</a> </li> <li class="js-nav-menu single-link" data-m='{"cN":"More_Business_Microsoft Security_cont","cT":"Container","id":"c4c13c2c1c9c2m1r1a1","sN":4,"aN":"c13c2c1c9c2m1r1a1"}'> <a id="shellmenu_94" class="js-subm-uhf-nav-link" href="https://www.microsoft.com/en-us/security" data-m='{"cN":"GlobalNav_More_Business_Microsoft 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Wave™: Customer Service Solutions, Q1 2024 </h1> <div class="single__byline pt-4 small text-light-blue"> <ul class="d-inline m-0 list-inline"> <li class="list-inline-item"> <span>By</span> <a class="text-light-blue" href="https://www.microsoft.com/en-us/dynamics-365/blog/author/jeff-comstock/" data-bi-cn="Jeff Comstock" data-bi-ct="author link" >Jeff Comstock,</a> Corporate Vice President, Dynamics 365 </li> </ul> </div> </div> </div> </div> </div> </header> </div> </div> <div class="clearfix bg-body pb-5 pt-md-5 pt-4"> <div class="single__meta" data-bi-an="Rail"> <time class="single__date single__meta-title text-neutral-600 font-weight-bold d-block pb-3 small" datetime="2024-03-11T08:00:00-07:00" > March 11, 2024 </time> <ul class="single__share d-inline-flex pb-3 list-inline mb-0 align-middle" data-bi-an="Social Share"> <li class="list-inline-item mx-0"> <a class="d-flex" aria-label="Share on Facebook" data-bi-cn="Share on Facebook" 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d-flex flex-wrap d-lg-block"> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-post_tag"> <li class="font-weight-bold single__meta-title small " data-type="label"> Tags </li> <li> <a class="btn text-inverse btn-sm font-weight-normal" href="https://www.microsoft.com/en-us/dynamics-365/blog/tag/copilot/" data-bi-cn="Copilot" data-bi-ct="cta link" > Copilot </a> </li> </ul> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-product"> <li class="font-weight-bold single__meta-title small " data-type="label"> Product </li> <li> <a class="btn text-inverse btn-sm font-weight-normal" href="https://www.microsoft.com/en-us/dynamics-365/blog/product/dynamics-365-customer-service/" data-bi-cn="Dynamics 365 Customer Service" data-bi-ct="cta link" > Dynamics 365 Customer Service </a> </li> </ul> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-content-type"> <li class="font-weight-bold single__meta-title small " data-type="label"> Content type </li> <li> <a class="btn text-inverse btn-sm font-weight-normal" href="https://www.microsoft.com/en-us/dynamics-365/blog/content-type/analyst-reports/" data-bi-cn="Analyst reports" data-bi-ct="cta link" > Analyst reports </a> </li> </ul> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-topic"> <li class="font-weight-bold single__meta-title small js-hidden" data-type="label"> Topic </li> <li> <a class="btn text-inverse btn-sm font-weight-normal" href="https://www.microsoft.com/en-us/dynamics-365/blog/topic/ai/" data-bi-cn="AI" data-bi-ct="cta link" > AI </a> </li> </ul> </div> </div> <div class="single__content" data-bi-an="Blog Body"> <p>Most organizations find it’s no longer good enough to just measure successful service engagements solely on whether a customer issue is resolved. Instead, they aim to deliver personalized, fast service experiences at every touchpoint through all engagement channels. The best way to do this is by building long-term customer loyalty and transforming operations with modern, AI-enhanced capabilities across all service processes and interactions. That’s why we are continuously enhancing Microsoft Dynamics 365 Customer Service to empower our customers and help them differentiate their service organizations. Today, we’re happy to announce that Microsoft has been named a Leader in <a href="https://reprints2.forrester.com/#/assets/2/108/RES180530/report" target="_blank" rel="noreferrer noopener">The Forrester Wave<sup>TM</sup>: Customer Service Solutions, Q1 2024</a> attaining top scores possible in the business intelligence, process management, and collaboration criteria.</p> <figure class="wp-block-image size-full"><img decoding="async" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/Wave-graph-5_900.webp" alt="placeholder" class="wp-image-189937 webp-format" srcset="" data-orig-src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/Wave-graph-5_900.webp"></figure> <h2 class="wp-block-heading" id="investing-in-ai-and-a-unified-platform-for-modernizing-customer-service">Investing in AI and a unified platform for modernizing customer service </h2> <p>More and more, service agents feel increased pressure to provide smart, fast, and customized answers when presented with customer issues. But finding information and experts to quickly resolve an issue can present its own challenges. According to the <a href="https://www.microsoft.com/en-us/worklab/guides/https-www-microsoft-com-en-us-worklab-guides-how-ai-can-empower-customer-service-agents" target="_blank" rel="noreferrer noopener">Microsoft Work Trend Index</a>, 62% of people spend too much time scouring for information during their workday. For service organizations, agents who must scramble to find information can mean both slower time to resolution for individual cases and a lower number of cases addressed per day overall. The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools. Our answer is to provide a solution that helps service organizations harness the power of data, AI, automation, and collaboration to help agents focus on resolving customer issues quickly. Dynamics 365 Customer Service helps service organizations unlock trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work.  </p> <div class="wp-block-msxcm-kicker-container"> <div class=" wp-block-msxcm-kicker-block wp-block-msxcm-kicker--align-right" data-bi-an="Kicker Right"> <p class="wp-block-msxcm-kicker__title small text-neutral-400 text-uppercase"> What is customer Service? </p> <a class="wp-block-msxcm-kicker__cta btn btn-link p-0 text-decoration-none" href="https://dynamics.microsoft.com/en-us/customer-service/what-is-customer-service/" target="_blank" > <span>Read here</span> <span class="glyph-append glyph-append-xsmall wp-block-msxcm-kicker__glyph glyph-append-go"></span> </a> </div> </div> <p>More recently, we’ve brought Microsoft Copilot into Dynamics 365 Customer Service. Copilot provides real-time, AI-powered assistance to help customer support agents solve issues faster by relieving them from mundane tasks—such as searching and note-taking—and freeing their time for more high-value interactions with customers. Without costly development time, organizations can simply point to their data and, in a few minutes, unlock generative AI-powered conversations across their knowledge bases and other sources. Agents can use Copilot to respond to incoming email, factoring in other relevant customer data to produce a personalized, accurate, and editable reply. Contact center managers can also use Copilot analytics to view usage and better understand how next-generation AI impacts the business. In addition, service agents are empowered with additional AI experiences and automation to help fuel collaboration and productivity for delivering world-class customer service at scale. We recently completed a study that evaluated the impact of Copilot in Dynamics 365 Customer Service on agent productivity for our own Microsoft Support agents providing customer care across the commercial business. They found that agents can quickly look up answers to high-volume requests and avoid lengthy investigations of previously documented procedures. One of our lines of business with these characteristics has realized a 22% reduction in time to close cases using Copilot.  </p> <p>At Microsoft, we strive to enable our customers to empower their customers to engage on their terms, at their optimal times, and on their channels of choice. We believe we have earned our position as a Leader by developing a customer service solution that enables agents to focus on delivering more cutting-edge service experiences by harnessing available data and using the power of generative AI to deliver consistent, personalized customer experiences; maximize their productivity; and optimize service operations. And with our comprehensive service platform that includes automation, knowledge management, collaboration, and more, service organizations can streamline case management, enable more personalized service, and get a clear, 360-degree view into how their service organization is performing. As Forrester points out in its report, “Microsoft’s vision is broader than just customer service, and it’s firmly grounded in three principles: Engagement must be personalized via AI; customer service must be highly collaborative; and outcomes must drive improvements. Microsoft Dynamics 365 Customer Service actualizes this vision.” </p> <h2 class="wp-block-heading" id="building-on-next-generation-ai-that-s-enterprise-ready">Building on next-generation AI that’s enterprise ready </h2> <div class="wp-block-msxcm-kicker-container"> <div class=" wp-block-msxcm-kicker-block wp-block-msxcm-kicker--align-left" data-bi-an="Kicker Left"> <p class="wp-block-msxcm-kicker__title small text-neutral-400 text-uppercase"> Learn about Dynamics 365 </p> <a class="wp-block-msxcm-kicker__cta btn btn-link p-0 text-decoration-none" href="https://dynamics.microsoft.com/en-us/what-is-dynamics365/" target="_blank" > <span>Read here</span> <span class="glyph-append glyph-append-xsmall wp-block-msxcm-kicker__glyph glyph-append-go"></span> </a> </div> </div> <p>Microsoft Dynamics 365 is built on Microsoft Azure OpenAI Service, so our customers can rest assured that it offers data privacy and protection. Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage, enabling organizations to control access to their data, and provides detailed auditing and monitoring capabilities.  </p> <h2 class="wp-block-heading" id="creating-responsible-ai-solutions">Creating responsible AI solutions </h2> <p>Most importantly, we are committed to creating <a href="https://blogs.microsoft.com/on-the-issues/2023/02/02/responsible-ai-chatgpt-artificial-intelligence/" target="_blank" rel="noreferrer noopener">responsible AI by design</a>. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. </p> <div class="wp-block-msxcm-cta-block" data-moray data-bi-an="CTA Block"> <div class="card d-block mx-ng mx-md-0"> <div class="row no-gutters"> <div class="col-md-4"> <img decoding="async" width="600" height="600" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/CLO23_Collaboration_015_600.jpg" class="card-img img-object-cover" alt="Collaboration between a developer and professions consultant, sitting on a couch looking at a tablet" srcset="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/CLO23_Collaboration_015_600.jpg 600w, https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/CLO23_Collaboration_015_600-300x300.jpg 300w, https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/03/CLO23_Collaboration_015_600-150x150.jpg 150w" sizes="(max-width: 600px) 100vw, 600px" /> </div> <div class="d-flex col-md"> <div class="card-body align-self-center p-4 p-md-5"> <h2>The Forrester Wave™</h2> <div class="mb-3"> <p>Microsoft is a Leader in the The Forrester Wave™: Customer Service Solutions, Q1 2024.</p> </div> <div class="link-group"> <a href="https://reprints2.forrester.com/#/assets/2/108/RES180530/report" class="btn btn-link text-decoration-none p-0" target="_blank"> <span>Read the report</span> <span class="glyph-append glyph-append-chevron-right glyph-append-xsmall"></span> </a> </div> </div> </div> </div> </div> </div> <h2 class="wp-block-heading" id="learn-more-about-customer-service">Learn more about customer service </h2> <p>We’re excited to be recognized as a Leader in the Forrester Wave and are committed to providing innovative customer service platform capabilities to help our customers continuously improve their own customer service offerings. </p> <p>Learn more about: </p> <ul class="wp-block-list"> <li><a href="https://dynamics.microsoft.com/">Dynamics 365</a> </li> <li><a href="https://dynamics.microsoft.com/customer-service/overview/">Dynamics 365 Customer Service</a> </li> <li><a href="https://www.microsoft.com/microsoft-copilot/microsoft-copilot-for-service" target="_blank" rel="noreferrer noopener">Microsoft Copilot for Service</a> </li> </ul> <p>Contact your Microsoft representative to learn more about the value and return on investment, and <a href="https://dynamics.microsoft.com/en-us/dynamics-365-free-trial/?tsapp=customerservice">consider trying Dynamics 365 Customer Service for free</a> by visiting. </p> <div class="single__author-byline mt-5 border-top" data-bi-an="Author Bio"> <div class="row mt-5"> <div class="col col-12 col-md-3"> <div class="author__avatar rounded-circle embed-responsive embed-responsive-1by1"> <div class="embed-responsive-item"> <img width="170" height="170" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff.jpg" class="avatar avatar-170 photo border-radius-round wp-post-image" alt="Jeff Comstock headshot." srcset="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff.webp 200w, https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff-150x150.webp 150w" sizes="(max-width: 170px) 100vw, 170px" /> </div> </div> </div> <div class="col col-12 col-md-9 pt-2 pt-md-0"> <div class="author__info-meta text-center text-md-left"> <div class="author__info-name h5 mb-2" itemprop="name"> Jeff Comstock </div> <div class="author__info-title small pt-0" itemprop="jobTitle"> Corporate Vice President, Dynamics 365 </div> <div class="d-inline-flex my-3" data-bi-an="Social Share"> <a href="https://www.linkedin.com/in/jeffcom/" target="_blank" rel="noreferrer noopener" class="d-flex action-trigger mr-2" aria-label="Follow on LinkedIn" data-bi-bhvr="126" data-bi-type="social-follow" > <span class="social-share__icon" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" viewBox="0 0 24 24"><path fill="#0067B8" d="M19.884 20.283h-3.45v-5.535c0-1.305-.038-3.005-1.783-3.005-1.783 0-2.092 1.423-2.092 2.926v5.614h-3.45V8.936h3.294v1.542h.04a3.54 3.54 0 0 1 3.294-1.819c3.488 0 4.147 2.372 4.147 5.417zM5.194 7.393c-1.124 0-2.016-.909-2.016-2.055s.892-2.056 2.016-2.056 2.015.91 2.015 2.056-.891 2.056-2.015 2.056Zm1.744 12.89H3.45V8.936H6.9v11.347zM21.628 0H1.706C.775 0 0 .751 0 1.7v20.402c0 .95.775 1.74 1.705 1.7H21.59c.93 0 1.705-.75 1.744-1.7V1.7c0-.949-.775-1.7-1.706-1.7" /></svg> </span> </a> </div> </div> <div class="author__info-meta pt-3 pt-md-0"> Jeff Comstock is the Corporate Vice President of Dynamics 365 Customer Service at Microsoft. He leads the global product teams delivering Microsoft's all-in-one digital contact center, which includes core applications, engagement channels, and unified routing—all infused with AI. Utilizing his more than two decades of Microsoft product development leadership experience, Jeff consistently sets the pace for the next generation of customer service products. </div> <a class="author-link cta font-weight-normal base mt-3" href="https://www.microsoft.com/en-us/dynamics-365/blog/author/jeff-comstock/" data-bi-cn="See more articles from this author" data-bi-id="85281" data-bi-ct="cta link" rel="author" aria-label=" See more articles from Jeff Comstock " > See more articles from this author </a> </div> </div> </div> <aside id="comments" class="comments mt-5 pt-5 border-top"> <div id="comments-loaded"> <ol class="comment-list list-unstyled d-flex flex-column flex-gap-5"> <li> <div class="comments-closed alert alert-warning"> Comments are closed for this post. </div> <div class="start-a-discussion my-4" data-bi-an="global cta"> <p> We're always looking for feedback and would like to hear from you. Please head to the <a href="https://community.dynamics.com/" target="_blank" title="(Opens in new window)">Dynamics 365 Community</a> to start a discussion, ask questions, and tell us what you think! </p> </div> </li> </ol> </div> </aside> </div> </div> <section class="single__related" data-bi-an="Related Articles"> <div class="container"> <h2 class="single__related-heading h3 mb-md-5 mb-3"> Related posts </h2> <ul class="single__related-posts list-unstyled row row-cols-1 row-cols-sm-2 row-cols-lg-4"> <li class="col d-flex"> <article id="post-192481" class="card card--related material-card is-entire-card-clickable post-192481 post type-post status-publish format-standard has-post-thumbnail hentry tag-ai tag-business-applications-launch-event tag-copilot tag-power-platform product-dynamics-365-business-central product-dynamics-365-commerce product-dynamics-365-contact-center product-dynamics-365-customer-service product-dynamics-365-field-service product-dynamics-365-finance product-dynamics-365-project-operations product-dynamics-365-sales product-dynamics-365-supply-chain-management product-microsoft-365-copilot-for-finance product-microsoft-365-copilot-for-sales product-microsoft-365-copilot-for-service product-microsoft-supply-chain-center content-type-news-and-product-updates topic-ai audience-business-leader ms-author-author-6197 review-flag-1593580412-535 review-flag-2-1593580434-938 review-flag-ai-driven-ai-driven review-flag-new-1593580245-522" data-bi-an="Related Article"> <div class="embed-responsive embed-responsive-16by9"> <div class="card__image-link" data-bi-cn="2024 release wave 2 launches with hundreds of Copilot capabilities" data-bi-id="192481" data-bi-ct="image link" data-bi-tn="related-card"> <img width="300" height="169" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/10/D365_Blog_Lifestyle_Abstract-13_1260-300x169.webp" class="card-img embed-responsive-item img-object-cover wp-post-image" alt="Abstract design incorporating a close-up image of a side of a building, against a dark blue background." loading="lazy" /> </div> </div> <div class="card-body p-4"> <div class="card__meta"> <div class="card__date"> <span class="sr-only">Published</span>Oct 29 </div> <div class="card__read-time"> 5 min read </div> </div> <h3 class="h5"> <a class="card__link" data-bi-ct="title link" data-bi-cn="2024 release wave 2 launches with hundreds of Copilot capabilities" data-bi-id="192481" href="https://www.microsoft.com/en-us/dynamics-365/blog/business-leader/2024/10/29/2024-release-wave-2-launches-with-hundreds-of-copilot-capabilities/"> <span>2024 release wave 2 launches with hundreds of Copilot capabilities</span> <span class="glyph-prepend glyph-prepend-small glyph-prepend-chevron-right" aria-hidden="true"></span> </a> </h3> </div> </article> </li> <li class="col d-flex"> <article id="post-192390" class="card card--related material-card is-entire-card-clickable post-192390 post type-post status-publish format-standard has-post-thumbnail hentry tag-ai tag-business-applications-launch-event product-dynamics-365-business-central product-dynamics-365-contact-center product-dynamics-365-customer-service product-dynamics-365-field-service product-dynamics-365-finance product-dynamics-365-project-operations product-dynamics-365-sales product-dynamics-365-supply-chain-management product-microsoft-365-copilot-for-finance content-type-news-and-product-updates audience-business-leader ms-author-author-6236 review-flag-free-1593619511-304 review-flag-new-1593580245-522 review-flag-publi-1593580758-917" data-bi-an="Related Article"> <div class="embed-responsive embed-responsive-16by9"> <div class="card__image-link" data-bi-cn="Transform work with autonomous agents across your business processes" data-bi-id="192390" data-bi-ct="image link" data-bi-tn="related-card"> <img width="300" height="169" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/10/10.17-FI-and-social-300x169.jpg" class="card-img embed-responsive-item img-object-cover wp-post-image" alt="A screenshot from the Dynamics 365 sales hub showing open leads. 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Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024 - Microsoft Dynamics 365 Blog