The Wave 2 2025 release is one of Microsoft’s most significant yet, with AI and Copilot embedded across every application. At Delaware, we’ve cut through the noise with a concise eBook. Here are the top takeaways every organisation should know.
1. AI Everywhere with Copilot:
Automate data entry, summarise records, generate emails, and qualify leads across Sales, Service, Field Service, and Project Ops.
2. Smarter Customer Service & Contact Centres:
AI agents create knowledge articles, manage cases, and route conversations by intent. Real-time translation and noise suppression make global service seamless.
3. Connected Field Service:
Outlook and Teams integration, schedule board improvements, and customisable Copilot experiences put dispatchers and technicians in control.
4. Customer Insights to Action:
Export to ad platforms, accelerate data with Delta Lake and One Lake, and ground Copilot in unified customer profiles for hyper-personalised journeys.
5. Project Operations & Power Platform:
Manage investment projects, reuse tasks with WBS templates, and accelerate automation with Intelligent Approvals and Copilot for expressions.
6. Important Changes:
Deprecation's are coming: Unified Service Desk (USD), CIF v1 APIs, and Outlook Contact Tracking. Prepare now to avoid disruption.
This release isn’t just about new features, it’s about turning innovation into action. With Copilot and AI now embedded across Microsoft Dynamics 365 and Power Platform, organisations can expect benefits such as:
Want to hear more? Our Wave 2 2025 eBook dives deeper into every application update with practical insights and guidance from Delaware experts. Get in touch to request your copy today.
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