Omnichannel for Customer Service – Voice and Video Calls

Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation is simply more long winded than a voice call.

In this post I will explain how to setup the video calling feature. I will also give details about the agent and customer experiences.

Setup

Not…

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Omnichannel for Customer Service – Voice and Video Calls

Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation is simply more long winded than a voice call.

Blog Syndicated with Neil Parkhurst’s Permission