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) →

Omni Channel Engagement Hub: Configuring Chat Authentication

In a previous blog, we configured a chat widget which allowed engagement with customer service agents. When creating the widget, I ignored the authentication field which is available on the chat widget form. This blog focuses on configuring authentication which will allow the agent to see that the person who initiated the chat is known … Continue reading Omni Channel Engagement Hub: Configuring Chat Authentication →

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 →

Make your story count

This is a true story about someone in the #PowerAddicts community, but not quite brave enough, or ready to share her identity. Therefore, we will call her Jessica! It is a tale of an underdog, a girl who literally has fought for her life at times, to obtain financial stability and a sense of worth. … Continue reading Make your story count →

Omni Channel Engagement Hub: Configuring Outbound Messaging

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 →

OmniChannel Engagement Hub: Creating a Smart Assist Bot

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 →

Azure DevOps Processes Part 5: Overview of the Scrum Process

The final process left to cover in this series of blogs is the Scrum process. In my previous blogs, I've detailed the differences between the Scrum and Agile process. This blog will provide an overview of the scrum process template. The Scrum process in Azure DevOps closely resembles the agile process. However, there are key … Continue reading Azure DevOps Processes Part 5: Overview of the Scrum Process →

Troubleshooting OmniChannel Engagement Hub: Setup Issues

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 →

Omni Channel Engagement Hub – Setting up Co-Browse

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 →