Author: Dustin Lehman

Dustin Lehman writes about Microsoft AI, Dynamics 365, and agentic sales workflows. He covers Microsoft Copilot, AI agents, and contact center automation with a focus on practical implementation for revenue teams. Connect on LinkedIn: https://www.linkedin.com/in/dustinlehman/

Dynamics 365 & CRM Automation

Dynamics 365 Contact Center: Microsoft’s Copilot-First CCaaS and What It Actually Does

Microsoft launched Dynamics 365 Contact Center in July 2024 — a standalone, Copilot-first CCaaS built on Azure, Nuance, Teams, and Copilot Studio. It’s not a chatbot add-on. It’s a full omnichannel contact center stack with generative AI wired in at every layer, and the Wave 1 and Wave 2 2025 release plans show Microsoft is moving fast.

Feb 24, 2026 Read it →

AI Agents & Agentic Workflows

Your Call Center Has 7 Bottlenecks. Agentic AI Can Fix All of Them.

A standard call center has seven distinct process stages — and every single one is a candidate for agentic AI. This post maps the full business process flow, names exactly where each agent type plugs in, and backs it with real deployments and hard numbers.

Feb 24, 2026 Read it →

Agent Orchestration

How to Build an Agentic Framework for Contact Centers That Actually Works

Contact centers are drowning in repetitive, expensive human labor that AI agents can handle end-to-end — not just assist with. This post breaks down how to design an agentic workflow for contact center ops, what the agent loop actually looks like in practice, and where most teams botch the implementation.

Feb 19, 2026 Read it →

AI Agents & Agentic Workflows

Why most AI agents fail in sales workflows (and what actually fixes it)

Most AI agents built for sales fail not because the AI is bad, but because the workflow design is. This post breaks down the real failure patterns — and shows what well-designed agentic workflows actually look like in practice.

Feb 18, 2026 Read it →