Contact Center Intelligence one month in: what to prepare before the GA dates
Reflections on Contact Center Intelligence one month after the preview, and what architects should prepare before the general availability dates.
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Notes from real projects. What worked, what didn't, and why — no marketing spin.
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Agent FinOps in the Microsoft Ecosystem - Rev2
A living article on Copilot and agent costs. Where Copilot, Cowork, Copilot Studio, and Foundry agents show their costs, which controls actually stop spending, how to charge costs back, and what Microsoft has changed recently.
Written by
Holger Imbery
Understanding Microsoft Copilot Licensing - Rev2
A living article on what Copilot costs. What the Copilot license costs, how Copilot Credits work, which features use them, and what Microsoft has announced next.
Written by
Holger Imbery
Understanding Microsoft Power Platform Licensing Rev.7
A practitioner's reference for Power Platform core, Copilot Studio, Dataverse, Dynamics 365 Contact Center, and Dynamics 365 Customer Service.
Written by
Holger Imbery
Extending Microsoft 365 Copilot with Copilot Studio with ServiceNow as an example
Extending Copilot for M365 with Copilot Studio gives you the ability to create tailored solutions that meet your specific needs and improve overall efficiency.
Written by
Holger Imbery
Comparison of Copilot Chat and Copilot for Microsoft 365
Microsoft offers two AI-driven productivity tools for daily work: Copilot Chat and Copilot for Microsoft 365. Both are engineered to enhance productivity and streamline workflows, yet they serve different purposes and offer unique functionalities....
Written by
Holger Imbery
Tech Hint - Consult and transfer from Dynamics 365 Customer Service or Contact Center to Microsoft Teams
Heads up: Technology moves fast. Parts of this article may no longer reflect current features or best practices. Suppose you have upgraded to the enhanced voice experience (vNext) in Dynamics 365 Customer Service / Contact Center. In that case, y...
Written by
Holger Imbery
Enhance Your Automated Customer Service by Giving Virtual Agents a Face and Personality
Heads up: Technology moves fast. Parts of this article may no longer reflect current features or best practices. In today’s customer service landscape, virtual agents in text chats and voice calls have become quite common. However, it’s time to m...
Written by
Holger Imbery
Revolutionizing Teamwork - Unleashing the Power of Copilot Pages for Seamless Document Collaboration with Links for IT-Admins
Heads up: Technology moves fast. Parts of this article may no longer reflect current features or best practices. In recent weeks, we’ve gained the ability to collaborate in groups and teams on documents using Copilot. This new feature, Copilot Pa...
Written by
Holger Imbery
Enhance Your Copilot for Microsoft 365 Experience - When Plain Copilot Isn't Enough
Heads up: Technology moves fast. Parts of this article may no longer reflect current features or best practices. In today’s fast-paced digital world, the need for efficient and reliable tools has never been greater. Extending Copilot for Microsof...
Written by
Holger Imbery
Hello, I’m Holger
I connect enterprise AI architecture with practical implementation, and share what I learn along the way.
I’m a Principal Architect at NTT DATA, Microsoft MVP and Microsoft Certified Trainer (MCT), based in Berlin. My work focuses on agentic AI, intelligent automation, and the Microsoft ecosystem. I help organizations move from promising demonstrations to secure, scalable, well-governed solutions. That means connecting technology choices with business processes, enterprise data, operational ownership, and measurable outcomes.