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 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
I think we all have our opinions on the huge focus on AI right now. I have given it quite a lot of thought which I wanted to share, so I wrote a series of blogs which I will publish and would really welcome a discussion around it. Starting with - How can Gen AI help the customer service experience?
I’ve recently been speaking to several people about queues and the reason for the existence of queues. It’s believed by some that views and the ability to assign records are sufficient and that queues are unnecessary or unnecessarily complex. In this blog, I’ll explore basic queues and share my understanding of when queues are in … Continue reading Customer Service Basic Queues. Should You Use Them?
In my previous blog, I detailed how an Omnichannel trial could be created and shared how we could initiate a trial of the native voice experience. The native voice trial provides 60 minutes of voice calling minutes which can be used to evaluate the voice experience. This blog will detail how to configure a number … Continue reading Setting up Omnichannel Voice using Azure Communication Service
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