Dynamics 365 Contact Center – Voice Upgrade Date
Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be...
Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be...
Recently I noticed that a couple of my customers hadn’t set the options on their chat widgets to only show on certain domains. I would like to...
You may (or may not) be aware that the diagnostics option in Unified Routing has been deprecated. It is being replaced by diagnostics in Azure...
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to...
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for inco...
Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I w...
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post ...
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Stu...
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this ...
Microsoft have recently started to roll out a MAJOR update to Omnichannel voice! In this post I will explain how to upgrade your phone numbers...