Dynamics 365 Contact Center: Use preview dial for high-value proactive engagements

A preview timer gives service representatives a configurable window to review customer history before the call begins. This timer enables more personalized, informed, and effective conversations that drive better outcomes. Administrators can create service representative-led proactive engagements with preview dialing to support high-value customer interactions that require personalized support. In the Copilot Service admin center, administrators and journey authors can: Specify if the preview dial needs to be started automatically and specify the time allowed for the representative to review the details before the call starts automatically. Allow the representative to choose the best number to dial from the contact phone numbers list. Learn More

The post Dynamics 365 Contact Center: Use preview dial for high-value proactive engagements appeared first on M365 Admin.