Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Microsoft plan to enhance it with the 2022 Wave 2 release of Dynamics 365. In this post I take a quick look at the new interface.
Have you registered for our Dynamics 365 and Power Platform user group event on 22nd June in Birmingham? If not, I suggest you register ASAP.
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 …
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.
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.