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 clips into your IVR, in this
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Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Studio BOTs …. “With a new style Copilot Studio voice
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 continue that
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 question the
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 powerful, but I have found that
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