Dynamics 365 Customer Voice

Diagnostics and telemetry for Dynamics 365 Contact Center voice channel

In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for cust...

Time Zone Labels in Dynamics 365 Customer Insights - Journeys Events

There is a magical The ‘Event time zone’ field in Dynamics 365 which is used for Events in Customer Insights - Journeys. Technically speaking...

Customer Service voice support channel launches in Canada 

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have be...

Utilizing the Swarming feature in Teams (PREVIEW) for intelligent collaboration within Dynamics 365

Microsoft is currently working on enhancing Dynamics 365 by leveraging the advantages of integration with Teams. One feature, known as “Custom...

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...

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...

We need to talk about... Dynamics 365 Release Wave 2 2023... Dynamics 365 Customer Service

In this blog post, we delve into the exciting world of Dynamics 365 and explore the features and functionalities that we can expect to see in ...

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...

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