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 →

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 →

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 →