D365PPUG Birmingham – September 2022
At the Birmingham HQ of the Dynamics 365 and Power Platform user group (D365PPUG) we are busy planning our next face to face event. If you haven’t registered…
Neil Parkhurst
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Customer Service Workspace – Enhanced Interface
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Meaning agents can jump from conversation to conversation in…
Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting…
Omnichannel for Customer Search – Canvas App for Custom Search
Microsoft’s Omnichannel for Customer Service gives us many of the contact centre features we require out of the box. But in all projects “extra” requirements will surface that…
Customer Service Workspace – Presence Issue
Microsoft’s Omnichannel for Customer Service is fantastic … but if like me you have had a problem with the agent presence in the Customer Service Workspace app just…
D365PPUG Birmingham – Speaker Announcement June 22nd
Have you registered for our Dynamics 365 and Power Platform user group event on 22nd June in Birmingham? If not, I suggest you register ASAP. Our next Birmingham…
D365PPUG Birmingham – Announcements
At the Birmingham division of “Dynamics 365 and Power Platform User Group” (D365PPUG) we are busy planning our first to face to face event since before COVID changed…
Unified Routing – Custom Assignment Rules
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue,…
Omnichannel for Customer Service – Emergency Situations
I have recently been helping a company in Texas implement Microsoft’s new Omnichannel voice channel. They presented me with an “interesting” requirement … as call centers in Texas…
Omnichannel for Customer Service – IVR BOT Skills Based Routing
In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can…