Discovering Azure DevOps and D365 Business Applications
Imagine this scenario. You’re a contact center agent on a call with a customer who wants to know why the balance transfer request that was approved hasn’t yet been actioned. You’re able to verify the customer’s details using the 360 degree view of the customer that’s visible in the Microsoft Dynamics Contact Center Agent Workspace. … Continue reading Extending Copilot in Service using Copilot Plugins
We live in exciting times. We can now apply omnichannel capabilities on top of not only Dynamics Customer Service - but also any other Dynamics or Power Platform application! The Dynamics 365 Contact Center is a continuation of Microsoft’s CCaaS strategy, allowing capabilities that were previously wedded to Dynamics 365 Customer Service to be used … Continue reading Licensing the Digital Contact Center with an Existing Dynamics 365 Application or Third Party CRM
When anticipating the costs of the Dynamics 365 Contact Center, we also need to factor in the Azure consumption costs required. As we hopefully know by now - Azure Communications Service is a key service used to provide native voice and sms capabilities to the Dynamics 365 Contact Center. Companies could leverage existing carriers and … Continue reading Licensing the Dynamics 365 Contact Center : Part 1.5 (Azure Consumption)
Licensing a Contact Center deal to some can be a special place in hell. For some it’s the equivalent of creating a work of art in the manner of Edvard Munch. If you’re familiar with the Digital Contact Center Platform or DCCP - you might want to keep reading as there are changes in how … Continue reading Licensing the Dynamics 365 Contact Center : Part 1
I’ve been involved in a few discussions around the newly announced contact center offering by Microsoft - The Dynamics 365 Contact Center. The questions mainly focus on one factor: What is it? Is this just Omnichannel rebranded or is it a new product? In this blog I’ll answer this question and explain where this fits … Continue reading The Dynamics 365 Digital Contact Center : What is It?
I recently had the privilege of presenting at the European Power Platform Conference in Brussels, where I conducted two sessions focused on omnichannel voice implementations. The first session delved into the key considerations and planning strategies for implementing omnichannel voice using Azure Communication Services (ACS). The second session was a hands-on challenge to set up … Continue reading Hands-On Challenge: Setting Up Omnichannel Voice in 30 Minutes with Azure Communication Services
In November 2019, Microsoft introduced Omnichannel for Customer Service, providing companies with native channels such as Chat, SMS, and Facebook, as well as agent productivity tools like Agent Scripts and Macros. The intent was to provide companies with an all in one digital contact center solution which provided the tools for standard case management as … Continue reading 5 Years in the making: Introducing the Dynamics 365 Contact Center
In March 2023, Microsoft announced M365 Copilot - a suite of copilots which infused their popular office applications with generative AI. For e.g. Within Outlook - users would be able to summarise emails and also use generative AI to create new emails. Within Teams - users would be able to summarise meetings, generate actions from … Continue reading Copilot Copilot Copilot – Differences between the Service Copilots
AI models are built embedded with the biases already present in the world. The training data natively includes many negative aspects of society which if not checked will continue to be present in new content generated from these models. For e.g a recent now deleted post from Buzzfeed showed AI generated barbies from each country. … Continue reading The Social Impact of AI
One of the cost of using generative AI is an environmental one. With data centres around the world already accounting for one percent of the world’s greenhouse gas emissions, this will only increase with the use of generative AI. As it relates to just search tools (e.g. Bing or Google), Martin Bouchard, cofounder of Canadian … Continue reading The Environmental Cost of Generative AI
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