Omnichannel for Customer Service – Collection
Since the launch of Omnichannel I have often blogged about its capabilities. In this post I will create a collection of links to all of my posts concerning Omnichannel and its related technologies.
D365PPUG Birmingham – Announcements
At the Birmingham division of “Dynamics 365 and Power Platform User Group” (D365PPUG) we are busy planning our first to face to face event since before COVID changed everything. Plus, we have several changes to our user group and also things are evolving at a national level. Read on for details …
Unified Routing – Custom Assignment Rules
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue, we use either “Highest capacity” or “Round Robin” logic to assign work items to the next available agent. But we can also create custom assignment methods to handle more complex scenarios, in this post I will explain how a custom rule might be used.
Omnichannel for Customer Service – Emergency Situations
I have recently been helping a company in Texas implement Microsoft’s new Omnichannel voice channel. They presented me with an “interesting” requirement … as call centers in Texas may be located in tornado alley!
Omnichannel for Customer Service – IVR BOT Skills Based Routing
In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can question the customer on their needs then trigger skills-based routing to ensure the best agent answers the query.
D365PPUG Birmingham Meeting – June 22nd 2022
Our next Birmingham Dynamics 365 & Power Platform User Group meeting will be on Wednesday 26th Feb 2020 from 6:30 pm until 9:00 pm. Save this date in your diary!
Omnichannel for Customer Service – Interruptible IVR BOTs
Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. Sometimes we want to ensure the customer hears certain messages in full. In this post I will explain how we can control when a BOT can be interrupted.
Omnichannel for Customer Service – Conversation Categories
With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line.
Omnichannel for Customer Service – Voice channel overflow
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a queue
Omnichannel for Customer Service – Voice IVR BOTS
I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so far.
Omnichannel for Customer Service – Outbound Voice Calling
I recently gave a demo of the new voice channel within Dynamics 365’s Omnichannel for Customer Service app. In that post I covered the basics of inbound calling. This time I will explain how to setup and make outbound calls.
Microsoft Dynamics 365 