Dynamics 365 Customer Engagement
Omnichannel for Customer Service – New Dialer
When we make outbound telephone calls used Microsoft’s Omnichannel for customer service a new dialer is now available. I will highlight its features and…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Languages
Microsoft’s Omnichannel for Customer Service supports multiple languages. In this post I will describe the options we have around channel language. I’m going to…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Agent Specific Capacity Profiles
Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for…
Dynamics 365 Customer Engagement
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…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Complex Conversation Routing
Microsoft’s Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to configure how those work…