Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them or someone just wants to consult them about a live conversation. These notifications are as you’d expect a standard feature of Omnichannel for Customer Service but there are quite a few options we can use to tailor how and when these notifications appear. In this post I will explore those options.
Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and skills based routing to achieve the requirements.
We can now use Microsoft Teams as a channel with Omnichannel for Customer Service. I can see many applications for this, not least for an internal help desk who needs to offer support to users across their organisation.
Microsoft’s Omnichannel for Customer Service allows us to communicate with customers on many channels, in this post I will review how to configure the ability to converse with customers using Twitter.
OmniChannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works with Unified Service Desk! In this post I will provide a collection of links to all of my omnichannel posts.
Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation is simply more long winded than a voice call.
Omnichannel for customer service contains a number of features to help improve agent productivity. In this post I will explore two of these …. Agent scripts and Macros. Plus we’ll see some slugs along the way!
I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The process we use for this is quite straight forward, as Microsoft’s configuration migration tool can be leveraged to export and import my config. However I have always found migration of my customization files more difficult, until now!
We can now intergate Dynamics 365 with Facebook messenger using the Omnichannel for Customer Service app.
The USD Accelerator (in my opinion) is a fantastic tool but what is it and why would you use it?? Think of The USD Accelerator as a template solution, meaning a large percentage of the application can be delivered in a very short timescale.