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.
We can now enable voice calls for inbound and outbound scenarios directly in Dynamics 365. When we couple this with the agent productivity and AI features baked into Omnichannel for Customer Service I think Microsoft really do have a unique offering.
I will no doubt try and create blog posts and videos in the future on many voice channel specific topics!
But in this post, I would like to start with a video demo of the core functionality. In this demo video you will see just how easy it is to create a new phone number, configure its behaviour and setup a simple routing approach.
I hope you will enjoy this first look at Omnichannel voice ….