We are announcing the ability to design proactive customer engagement workflows in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025. How does this affect me? This feature allows Journey authors to define dynamic caller ID rules based on customer attributes, allowing each call to present a trusted and contextually relevant identity. Additionally, journeys can optionally reserve customer service representatives before call initiation, ensuring they're p...
Applies to: Dynamics 365 Apps
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