We now have the capability in Microsoft’s Omnichannel for Customer service to commence outbound conversations with our customers using SMS, WhatsApp and Twitter. In this post I will give an example of how we’d configure an outbound SMS.

Microsoft’s Omnichannel for Customer Service supports two providers for sending SMS, Telesign and Twilio. I have already described the process for Telesign in another post. In this post we will look at how to configure SMS using Twilio.

A new feature has recently been added to Microsoft’s Omnichannel for Customer Service that can be used to trigger sound notifications when messages arrive.

With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent . An alternative method of working is to show all agents all chats and someone “grab” (or cherry pick) their next chat. In this post I will look at how we configure this “pick” method for web chats.

Web chat is great but what if the customer is experiencing problems with their browser or laptop. After they restart the browser or laptop they’d need to start a new conversation with a new agent, right?

Microsoft’s Omnichannel for Customer Service includes many agent productivity aids, in this post I will look at how we can send quick replies and automated messages to customers.

Microsoft have just released loads of cool enhancements to their Omnichannel for Customer Service application! In this post I will review one of my favourite new features … real-time chat translations.

With Microsoft’s Omnichannel for Customer Service you may find it useful to know the location of your customer. Say you have stores all over the country, maybe it would help you to know the closest store to the potential customer. In this post I will explain how to configure GEO location settings in Omnichannel for Customer Service.

airly recently I created a post explaining the concepts of agent scripts and macros within Omnichannel for Customer Service, in that post I also introduced the concepts of slugs. A “slug” being a replacement parameter which allows us inject data parameters into macros etc. Slugs can be really useful to help you personalise how an agent operates, in this post I will expand on the concept of slugs.