Dynamics 365 Customer Engagement
Dynamics 365 Contact Center – Audio Files in IVR
Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio…
Tag: IVR
Dynamics 365 Customer Engagement
Copilot Studio – DTMF Only Mode in IVR
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Studio BOTs …. “With…
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
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…