Discovering Azure DevOps and D365 Business Applications
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 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?
I previously wrote a blog detailing how to set up an Omnichannel trial. This process has changed and I thought it would be good to demonstrate the latest method of creating a trial which will allow the testing of both Unified Routing and Omnichannel Voice without experiencing errors sometimes reported. https://videopress.com/v/3H1mzMHZ?resizeToParent=true&cover=true&preloadContent=metadata Setting up Omnichannel Trial … Continue reading Setting up an Omnichannel Trial : Updated Version
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
If there was one thing that pulled my attention at the recent MS Inspire, it was this announcement: Satya’s announcement that D365 data will be accessible within teams at no additional cost to teams users is a welcome and to me - exciting. I’ve had some time to think about it and wanted to give … Continue reading Dynamics 365 x Teams
A popular social network which many businesses now leverage for engaging with customers is Facebook. With roughly 2.85 billion monthly active users (est as from early 2021 and not considering the catfishes which are likely included in these numbers) its no surprise that facebook dominates the social media platform landscape. According to statcounter, Facebook has … Continue reading Omnichannel for Customer Service: The Facebook Channel
Slugs. This is not about your average garden variety slug. This relates to placeholders that are used to dynamically show or refer to data within D365 Customer Service Workspace and Omnichannel Engagement Hub. Slugs are used in various ways and depending on how the slug is used, the syntax of use is different. In this … Continue reading D365 Customer Service: Slugs
When an agent accepts a chat in the Omnichannel experience for D365 Customer Service, context information is passed from the initiated chat to the agent's desktop. This context information includes pre chat variables, bot variables - if the chat was escalated from a bot - as well as custom variables sent via custom code. Context … Continue reading Omnichannel for Customer Service : Custom Context Variables
When a customer initiates a chat, its often a pretty good idea to have some information available that will allow an agent to know who they're talking to or even why the chat was initiated. The Omni Channel Engagement Hub allows the configuration of pre chat questions which will prompt the user to provide information … Continue reading Omni Channel Engagement Hub: Configuring Pre Chat to Automatically Identify Customers
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