Discovering Azure DevOps and D365 Business Applications
So you've heard about the Omni Channel Engagement Hub and want to see what all the fuss is about. But, you cant work out which license to add, where to go to set it up or why you're not seeing the right screens! You may also be getting some random error messages - some of … Continue reading Creating an Omni Channel Engagement Hub Trial
One of the latest features now available in preview for the Omni Channel Engagement Hub is outbound messaging. Outbound messaging is perfect for scenarios where a company may want to send sms notifications to a customer based on an event. E.g. To notify the customer that addiitonal information is required for a claim they may … Continue reading Omni Channel Engagement Hub: Configuring Outbound Messaging
This blog carries on from my last blog which showed how to create the Smart Assist bot and the configurations required in Azure. This blog will show what should be configured in Dynamics 365. To complete the setup, it is important to have bot application id and the app registration application id. Information on how … Continue reading Configuring Smart Assist Part 2
In this blog, I will do my level best to detail the steps included in creating a smart assist bot that will help agents to schedule appointments for customers they're chatting with. It would be helpful to understand and have knowledge of the Azure Bot Framework, but it absolutely not necessary. Smart Assist bots enable … Continue reading OmniChannel Engagement Hub: Creating a Smart Assist Bot
Agents working in a call centre may sometimes need assistance/guidance or information during a conversation that will help them maximise a sale, resolve an issue quicker or confirm that what is being shared with a customer is accurate. By utilising the Omni Channel Engagement Hub, agents have access to productivity tools which not only enables … Continue reading OmniChannel Engagement Hub : Smart Assist
One of the latest features of the Omni Channel Engagement Hub is the ability to see notifications of an incoming conversation when the agent dashboard is not in focus. Prior to this release, agents could potentially miss notifications if they had another tab open or if the browser was minimised. This would affect customers as … Continue reading Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications
I’m a huge fan of the Omni Channel Engagement Hub. You may have gathered this fact if you’ve read previous blogs, seen previous posts or watched me demo the product. I see the Omni Channel Engagement Hub as a game changer - it's much easier to get up to speed with than it’s counterpart USD … Continue reading Troubleshooting OmniChannel Engagement Hub: Setup Issues
One of the features available in the Omnichannel Engagement Hub is the capability to escalate chats from power virtual agent or even a chat bot built using the azure bot framework to an available agent. When using routing rules for a chat work stream, we can use pre-chat questions to assist with routing the chat … Continue reading Using Power Virtual Agent Variables with the Omnichannel Engagement Hub
One of the features currently in preview for the Omni Channel Engagement Hub is Co-Browse. The co-browse feature is provided by ScreenMeet, a Microsoft ISV with an existing co-browse and remote assist solution that integrates with Dynamics 365. The solution offered for co-browse has now been extended to the Omni Channel Engagement Hub. The video … Continue reading Omni Channel Engagement Hub – Setting up Co-Browse
This weekend I was fortunate to be able to speak about the Omni Channel Engagement Hub at the Scottish Summit 2020 held in Glasgow. There have been a few requests for me to record the session and so I have! The session has been rerecorded and you can watch it here: https://youtu.be/SzOsa0XVoSY Please feel free … Continue reading An Overview of the Omni Channel Engagement Hub
