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 can we customize it? In this post I will try to answer this question.

Say you are an agent using the voice channel …. often contact or account record will be automatically linked to the conversation based on the…

Continue Reading Neil Parkhurst’s Article on their blog

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 can we customize it? In this post I will try to answer this question.

Blog Syndicated with Neil Parkhurst’s Permission