Omnichannel for Customer Service – Voice Channel Surveys
Within Microsoft’s Omnichannel for Customer Service we can enable post-call surveys. In this post I will investigate how we can configure these surveys on the voice channel. With…
Neil Parkhurst
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Omnichannel for Customer Service – IVR BOTs and Languages
I recently created a blog post which explained the options we have in Microsoft’s Omnichannel for Customer Service and Unified Routing around languages. In this post I will…
Omnichannel for Customer Service – New Dialer
When we make outbound telephone calls used Microsoft’s Omnichannel for customer service a new dialer is now available. I will highlight its features and explain how to enable…
Omnichannel for Customer Service – Languages
Microsoft’s Omnichannel for Customer Service supports multiple languages. In this post I will describe the options we have around channel language. I’m going to document this subject in…
Omnichannel for Customer Service – Agent Specific Capacity Profiles
Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for Customer Service one agent…
Omnichannel For Customer Service – Identify Customers
Within Microsoft’s Omnichannel for customer service we can automatically identify customers based on their phone number. (Or email for web chat!) But what logic is used and how…
D365PPUG Birmingham – 2nd Speaker Announcement November 2023
Registrations are open for our next Dynamics 365 / Power Platform event in Birmingham. And this time I am very pleased to announce another amazing guest speaker. You…
Omnichannel for Customer Service – Complex Conversation Routing
Microsoft’s Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to configure how those work items are distributed. This…
D365PPUG Birmingham – Speaker Announcement 23rd November 2023
Registrations are open for our next Dynamics 365 / Power Platform event in Birmingham. And this time I am very pleased to announce a very special guest speaker.…
Omnichannel for Customer Service – Assignment Priorities
Within Omnichannel for Customer Service we use Unified Routing to assign conversations to agents. Out of the box we have several assignment methods including round robin, highest capacity…