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...
1 day ago
Microsoft Dynamics 365 | NEIL PARKHURST (MVP)
Dynamics 365 Contact Center – Chat Widget Domains
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...
1 day ago
Unified Routing – Diagnostics in Azure
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...
2 days ago
Dynamics 365 Contact Center – Audio Files in IVR
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to...
21 days ago
Omnichannel for Customer Service – Personal Numbers
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we can define personal numbers that can be used for inco...
1 month ago
Omnichannel for Customer Service – The Importance of Wrap up
Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I w...
1 month ago
Unified Routing – Capacity Profiles and Work Classification
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 ...
2 months ago
Copilot Studio – DTMF Only Mode in IVR
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Stu...
2 months ago
Copilot Studio – New Style Voice BOTs
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this ...
2 months ago
Omnichannel for Customer Service – Voice Upgrade
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...
3 months ago
