Discovering Azure DevOps and D365 Business Applications
One of the latest features now available in preview for the Omni Channel Engagement Hub is outbound messaging. Outbound messaging is perfect for scenarios where a company may want to send sms notifications to a customer based on an event. E.g. To notify the customer that addiitonal information is required for a claim they may … Continue reading Omni Channel Engagement Hub: Configuring Outbound Messaging
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
In this blog, I will do my level best to detail the steps included in creating a smart assist bot that will help agents to schedule appointments for customers they're chatting with. It would be helpful to understand and have knowledge of the Azure Bot Framework, but it absolutely not necessary. Smart Assist bots enable … Continue reading OmniChannel Engagement Hub: Creating a Smart Assist Bot
Agents working in a call centre may sometimes need assistance/guidance or information during a conversation that will help them maximise a sale, resolve an issue quicker or confirm that what is being shared with a customer is accurate. By utilising the Omni Channel Engagement Hub, agents have access to productivity tools which not only enables … Continue reading OmniChannel Engagement Hub : Smart Assist
I’m a huge fan of the Omni Channel Engagement Hub. You may have gathered this fact if you’ve read previous blogs, seen previous posts or watched me demo the product. I see the Omni Channel Engagement Hub as a game changer - it's much easier to get up to speed with than it’s counterpart USD … Continue reading Troubleshooting OmniChannel Engagement Hub: Setup Issues
