Omnichannel Voice – Phone Number Setup
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.
Omnichannel for Customer Service – “internal” chat
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.
Omnichannel for Customer Service – Rejecting or missing notifications
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??
Unified Routing – Effort Base Routing
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.
Omnichannel for Customer Service – Callbacks
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.
Omnichannel for Customer Service – Voicemail
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.
Unified Routing – Preferred Agent Routing
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more preferred resources. I will describe this new feature in this post.
Customer Service Workspace – Enhanced Interface
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Microsoft plan to enhance it with the 2022 Wave 2 release of Dynamics 365. In this post I take a quick look at the new interface.
Omnichannel for Customer Service – Collection
Since the launch of Omnichannel I have often blogged about its capabilities. In this post I will create a collection of links to all of my posts concerning Omnichannel and its related technologies.
Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. In this post I look at how!
Microsoft Dynamics 365 