Discovering Azure DevOps and D365 Business Applications
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
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)
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?
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
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
One of the main reasons projects fail is due to a lack of user adoption. My personal definition of user adoption is end users happily and actively using a deliverable that is fit for purpose in the appropriate way. This would require a system that meets the needs of the end user as well as … Continue reading What is Azure DevOps and can it help with user adoption?
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