Dynamics 365 Customer Engagement
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”…
Tag: OmniChannel
Dynamics 365 Customer Engagement
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…
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…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Conversation Categories
With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that…