Licensing the Digital Contact Center with an Existing Dynamics 365 Application or Third Party CRM

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 →

Licensing the Dynamics 365 Contact Center : Part 1.5 (Azure Consumption)

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 the Dynamics 365 Contact Center : Part 1

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 →

Hands-On Challenge: Setting Up Omnichannel Voice in 30 Minutes with Azure Communication Services

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 →

The Environmental Cost of Generative 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 →

Setting up Omnichannel Voice using Azure Communication Service

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 →

Behind Omnichannel Native Voice

I’m so excited! Omnichannel Native Voice is so close to GA I can almost taste it - not literally. But seriously, this is an exciting leap for Omnichannel which means it’s now possible to have Microsoft be the provider for the entire contact centre solution instead of different providers for different channels! The video below … Continue reading Behind Omnichannel Native Voice →

Using Specflow and EasyRepro to improve Automated UI Testing

I first learned about Specflow and Behaviour Driven Development in 2018 in a blog that Wael Hamze posted. In his blog, Wael explains not only what Behaviour Driven Development and Specflow is but also how it could be used with Fake-xrm-easy (Jordi Montana's Unit Testing framework) as well as Easy Repro, an open framework that … Continue reading Using Specflow and EasyRepro to improve Automated UI Testing →

Configuring Smart Assist Part 2

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 →

Requirement Gathering in Azure DevOps

This weekend I had the pleasure and fortune to speak at D365 Saturday Dublin. My session focused on gathering requirements in Azure DevOps, a topic very close to my heart. Many people when thinking about Azure DevOps, associate it with the continuous integration/deployment features it provides. The purpose of my session was to highlight another … Continue reading Requirement Gathering in Azure DevOps →