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November 2026

Dynamics 365 Contact Center AI Agents: What They Do and How to Add Telegram and Viber

Dynamics 365 Contact Center now has three built-in AI agents. Customer Assist Agent answers customers across voice and digital channels and hands complex requests to a human. Quality Assurance Agent evaluates the quality of every conversation. Service Operations Agent helps configure the contact center itself. Billing is based on actual usage through Copilot Credits. The messengers most popular in Ukraine are not among the built-in channels and have to be connected separately.

Agent 365 and Microsoft 365 E7: How to Govern AI Agents in Your Company

Agent 365 is Microsoft's control plane for a company's AI agents. It shows which agents run in your organization, who owns them, what data they can access and whether they behave safely. Agent 365 has been generally available since 1 May 2026. You can buy it standalone for $15 per user per month or as part of the new Microsoft 365 E7 suite at $99.

What Is MDM? Master Data Management Explained

MDM (Master Data Management) is the set of processes, rules and technology that keeps a company's CRM, ERP and other systems working from consistent data about customers, products, suppliers and other key objects. Its result is a trusted "golden" record of each object, linked to the matching records in every system.

MDM on Microsoft: Dataverse, Fabric, Purview or a Dedicated Platform

The short answer: Master Data Services is removed from SQL Server 2025, and Microsoft advises evaluating Purview or partner MDM platforms. In practice, MDM on Microsoft is built either from components (Dataverse, Power Apps, Fabric) or on a partner platform integrated with Purview. The choice depends on data volumes, the number of domains and how much ready-made functionality you need.