2023 Wave 2 Release Notes: D365 Customer Service
The 2023 Wave 2 Release Notes for Dynamics 365 Customer Service have been released. The new features and updates include overflow to handle lengthy wait times for queues, a new call control user interface with intuitive icons for the voice channel, conversation-centric agent experience for channels, live chats and voice calls in the inbox, Copilot and AI innovation, improvements to the call dialer, transfer calls to Teams users without phone numbers, caller ID number support for outbound calls, Teams integration, and unified routing. The release notes provide a detailed breakdown of each feature and update.
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