Extending Copilot in Service using Copilot Plugins

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 →

5 Years in the making: Introducing the Dynamics 365 Contact Center

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 →