Setting up an Omnichannel Trial : Updated Version

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 →

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 →

Dynamics 365 x Teams

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 →

Omnichannel for Customer Service: The Facebook Channel

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 →

Omnichannel for Customer Service: Routing vs Work Assignment

When a conversation is initiated in Omnichannel for Customer Service, the conversation is assigned to an agent in two stages. Routing - this allows the conversation to be routed to a queue based on specific routing rules allocated to the workstream. It is possible to configure basic routing rules or the newly available Unified Routing … Continue reading Omnichannel for Customer Service: Routing vs Work Assignment →

D365 Customer Service: Slugs

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 →

Omnichannel for Customer Service : Custom Context Variables

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 →

Omni Channel Engagement Hub: Configuring Pre Chat to Automatically Identify Customers

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 →

Omni Channel Base Configuration: Creating Users and Queues

In my previous blog, I showed how we can create a new omni channel trial. Before you can use the trial to leverage the full capabilities of omni, the trial will need to be configured. In this blog, I'll detail how to set up what I consider to be the base configuration of omni. This … Continue reading Omni Channel Base Configuration: Creating Users and Queues →

Omni Channel Engagement Hub: Creating a Chat Widget

In my previous blog post, I covered the basic setup needed for agents to be able to use the the Omni Channel Engagement Hub app. This post is a continuation on that blog, focussing on how we can quickly create a chat widget to allow your customers to interact with your agents. https://youtu.be/3a5yMoA7ac0 The video … Continue reading Omni Channel Engagement Hub: Creating a Chat Widget →