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.

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.

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.

We can now intergate Dynamics 365 with Facebook messenger using the Omnichannel for Customer Service app.

I have recently been experimenting with both Omnichannel for Customer Service and Power Virtual Agents, as now the two can be a combined their integration seemed like an obvious thing for me to review. In this post I will document how I created my first “omnichannel virtual agent” and make a few observations along the way.

Recently I gave a presentation regarding Omnichannel for Customer Service at 365 Saturday in Paris, afterwards I was asked a question about the files customers might send in webchat conversations. In this scenario a large volume of attachments were expected and these would need to be managed. Therefore they wanted to know where the attachments were stored. In this post I hope to answer that question and more!