D365 Customer Service: New Dialer Experience(preview)
Microsoft has recently announced improvements to the dialer in Dynamics 365 Customer Service, as part of the 2023 release wave 2. The new dialer offers a better design and improved dialing features for agents to use, provided that the voice channel in Dynamics 365 Customer Service is set up in the environment. Some of the additional features include phone number editing capabilities, a call history list, and administrative settings for countries. The aim of these enhancements is to offer a more streamlined experience for agents and customers alike, ultimately improving the quality of customer service delivered. Click the link to learn more about the new dialer experience.
Published on:
Learn moreRelated posts
Try the agent call quality survey in Dynamics 365 Customer Service
In order to optimize the agent experience in Dynamics 365 Customer Service, Microsoft has introduced a call quality survey. This survey helps ...
Maximizing Call Quality Surveys with Omnichannel | Customer Service
Omnichannel for Customer Service just introduced a new feature that allows the collection of feedback from agents on call quality. In this pos...
Microsoft Teams | Shared call history for delegates and delegators
Starting from late April 2024, Microsoft Teams will enable call delegators and delegates to have access to shared call history records for the...
Omnichannel for Customer Service – Phone Number Formats
In this post, the topic of discussion is Microsoft's Omnichannel for Customer Service and the importance of having phone numbers in a specific...
Notification template in Omnichannel Voice (Dynamics 365 Customer Service)
Below is the default notification the agent receives on incoming conversations/calls. It is defined through the below out-of-the-box template....
How to – assign a personal phone number to agents in Voice Channel (Omnichannel)– Dynamics 365 Customer Service
The reason we would assign a personal phone number to the agents is that they can use that number to make an outbound call to the customers or...
How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)
Before we delve into different scenarios, few key points, we need to be aware of about Phone Numbers in Voice Channels. Voice Channel consider...
Microsoft Teams: Detailed call history
Microsoft Teams users can now gain a more comprehensive view of call history thanks to an update that allows for details on call transfers, fo...
Agents Scripts and Macros with Dynamics 365 Omnichannel
In this article, we'll take a look at how you can leverage Agent Scripts and Macros to deliver superior customer experiences with the Dynamics...