Discovering Azure DevOps and D365 Business Applications
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 latest features of the Omni Channel Engagement Hub is the ability to see notifications of an incoming conversation when the agent dashboard is not in focus. Prior to this release, agents could potentially miss notifications if they had another tab open or if the browser was minimised. This would affect customers as … Continue reading Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications
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
One of the features currently in preview for the Omni Channel Engagement Hub is Co-Browse. The co-browse feature is provided by ScreenMeet, a Microsoft ISV with an existing co-browse and remote assist solution that integrates with Dynamics 365. The solution offered for co-browse has now been extended to the Omni Channel Engagement Hub. The video … Continue reading Omni Channel Engagement Hub – Setting up Co-Browse
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