We can now enable enhanced case forms within the Customer Service Workspace. (Microsoft’s Dynamics 365 Customer Service app that supports multiple sessions / tabs.) In this blog post I will explain how to enable this new experience and explain some of its features.
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a useful approach to give a personalized experience to customers. But I’ve always had a concern about the amount of maintenance required to assign a preferred agent to each customer. In this post I will try and address that concern …
Microsoft’s Omnichannel for Customer Service includes “loads” of reporting options. One of my favourite reports right now is the “real-time analytics” dashboard. In this post I will explain why and comment on how you can enable this feature.
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the voice channel.
I recently had a requirement for internal users to chat with agents in the contact center. Maybe (for example) sales app users would want to speak to agents staffing the helpdesk. Dynamics 365 does include Teams integrations which may be useful for this scenario! But what-if you wanted to apply the same routing logic for these internal users as your external customers.
When a conversation starts in Microsoft Omnichannel for Customer Service app the agent typically sees a notification including the ability to reject the call. Or if they miss the notification a wait timer will eventually hide the notification. That is great but what happens after the conversation is missed or rejected??
Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web chat conversations and more to agents based on effort estimate models. I will describe this new feature in this post.
The new direct callback feature found in Microsoft’s Omnichannel for Customer Service gives customers the ability to request a callback as soon as an agent becomes available. I will explore this new feature in this blog post.
A great new feature in Microsoft’s Omnichannel for Customer Service app relates to allowing customers to leave voicemails. In this blog post I will explore this new feature.
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us some additional capabilities. So, in this blog post I will approach this subject again!