D365PPUG Birmingham Meeting – June 22nd 2022
AT LAST … we are back with a Dynamics 365 and Power Platform face to face event in Birmingham.Our next Birmingham Dynamics 365 & Power Platform User Group…
Neil Parkhurst
306
Posts
18,194
Views
Omnichannel for Customer Service – Interruptible IVR BOTs
Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. These are powerful, but I have…
Omnichannel for Customer Service – Conversation Categories
With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations…
Omnichannel for Customer Service – Voice channel overflow
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers…
Omnichannel for Customer Service – Voice IVR BOTS
I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so…
Omnichannel for Customer Service – Outbound Voice Calling
I recently gave a demo of the new voice channel within Dynamics 365’s Omnichannel for Customer Service app. In that post I covered the basics of inbound calling.…
Power Automate Cloud Flows – Format Choices and more
Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of…
Dynamics 365 Real-time Marketing – My first look
I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This…
D365PPUG Birmingham – Feb Event Video
During Feb’s Birmingham user group event Mike Chappell gave an informative presentation around Synapse Link. Warning: Mike did suffer some demo gremlins. Afterwards he found out he was…
Omnichannel for Customer Service – Voice Channel
I am so excited to have recently started to use the new 1st party voice channel Microsoft have made available for the Omnichannel for Customer Service app. We…