Microsoft has announced significant updates to its Dynamics 365 Contact Center platform, aiming to streamline workforce management and enhance operational efficiency. These enhancements are part of the 2025 Release Wave 1, focusing on improving customer service experiences through advanced planning and scheduling capabilities.

The updates are designed to assist contact center supervisors in optimizing agent schedules, ensuring better resource allocation, and maintaining high service levels. By leveraging these new tools, organizations can expect improved productivity and more consistent customer support outcomes.

Here are the features and its benefits:

Shift Planning: Create shift templates to align staffing with capacity plans, assign the right skills to the right shifts, and maintain comprehensive shift calendars.
Benefits of Shift Planning: Strengthen workforce management by organizing shift activities, balancing workloads, and ensuring coverage for critical tasks.
Seamless Scheduling: Efficiently assign service representatives to maintain business continuity with flexible scheduling options.
Benefits of Scheduling: Automate assignments, distribute breaks strategically, and quickly adapt schedules to evolving business needs.