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!
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.
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!
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.
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.
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
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.
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.
Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of the choice field rather than the value. In this video I demonstrate how I achieved this.
I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This post will include my initial findings and thoughts.
During Feb’s Birmingham user group event Mike Chappell gave an informative presentation around Synapse Link. Many people have asked to be able to watch again ….
I am so excited to have recently started to use the new 1st party voice channel Microsoft have made available for the Omnichannel for Customer Service app.
Recently a customer of mine needed to have an agent script in their customer service workspace that opens an email using a template. I will explain how I achieved this in this blog post.
Have you been having problems in Dynamics 365 moving app profiles for your customer service workspace (CSW) from instances to instances using solution??? If so then this blog post might be for you!
In Microsoft’s Customer Service Workspace App we can use a combination of agent scripts and macros to create automations that can aid agent productivity. In this post I will explain one example of how these might be used to create a case.
Microsoft Dynamics 365 