Dynamics 365
Dynamics 365 applications: sales, customer service, contact center, and customer data. What they do, what they require, and how their licenses work together.
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01Dynamics 365
Dynamics 365 Contact Center integrates workforce engagement management
Contact center staff scheduling often takes place outside the interaction management tool. It’s done in a spreadsheet or in specialized software purchased separately and connected as best as possible. Our take: Forecasts…
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02Dynamics 365
Dynamics 365 Sales: How Agents Are Changing the Work of Salespeople
Dynamics 365 Sales' 2026 Wave 1 is built around agents. Sales Qualification Agent, Sales Opportunity Agent, Opportunity Research Agent, Sales Research Agent: the release plan includes several of these, at different stages of delivery, and…
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03Dynamics 365
Dynamics CRM 2016 Is No Longer Supported: Make a Decision Before the Data Does
As of January 13, 2026, Dynamics CRM 2016 is no longer receiving any updates. A customer relationship management application installed at home is not exposed in the same way as a mail server, so the urgency is not the same. It lies elsewhere,…
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04Dynamics 365 Sales
CRM s Who Answer the Phone: Bridging the Gap Between Customer Service and Voice
In almost every customer relationship project that fails, the official diagnosis is the same: “Salespeople aren’t filling out the CRM .” That’s true, but it’s not an explanation. A CRM is filled out when doing so requires less e…
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05Dynamics 365 Customer Service
Sales and Customer Service on the Same Platform: What This Means
The same scenario plays out again and again, regardless of the company's size. A customer calls customer service to report a problem. The person who answers the phone has no idea what the customer was sold, what was promised during the sales pitch, or the fact that a…
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06Business Application
Dynamics 365 Sales vs. HubSpot: What Really Makes the Difference
This is the most common trade-off in French-speaking Switzerland as soon as a sales team exceeds five people. On one hand, there’s a tool known for being simple, impressive in demonstrations, and quickly adopted. On the other, there’s a platform perceived as cumbersome, but already half-paid for by the…
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07AudioCodes
Integrating Contact Centers with Microsoft Teams : Understanding the Models, from Power to Unify
Introduction At Lambert Consulting, we help companies integrate contact centers with Microsoft Teams to optimize communications and the customer experience. Microsoft’s recent announcement of the Unify model marks a milestone…
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08CRM
The 10 Best Tips for Choosing a Good CRM for Swiss SMEs
Choosing a customer relationship management (CRM) system is a crucial step for any small or medium-sized business (SMB) looking to optimize its sales, marketing, and customer service processes. Among the many options available, some…
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09Customer Engagement
Third-Party Contact Center vs Microsoft Queues App
Which call solution is best for customer engagement? Microsoft recently announced a new app called Queues. The app is an add-on for Microsoft Teams that lets you manage call queues in Microsoft…
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10Customer Engagement
How Dynamics 365 Customer Engagement Helped Me Deepen My Relationship with My Clients
One of the most essential features of Dynamics 365 and Customer Engagement (on-site) is that it helps you bring all your marketing, sales, and customer service teams together on a single platform. This integration allows you to manage v…
Reading time: 9 min
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