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) →

The Dynamics 365 Digital Contact Center : What is It?

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? →

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 →

Customer Service Basic Queues. Should You Use Them?

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? →

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 →

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 →