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Omnichannel for Customer Service – Voice IVR BOTS
I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so far.PrerequisitesObviously, you will...
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Omnichannel for Customer Service – Voice channel overflow
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a...
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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 agents could categorize conversations to...
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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 powerful, but I have found that as the BOT makes statements or...
View ArticleBirmingham Face to Face Meeting - June 22nd 2022
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D365PPUG Birmingham Meeting – June 22nd 2022
AT LAST… we are back with a Dynamics 365 and Power Platform face to face event in Birmingham.Our next Birmingham Dynamics 365 & Power Platform User Group meeting will be on Wednesday 26th Feb 2020...
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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 how the BOT can question the customer on their needs then trigger...
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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 call centers in Texas may be located in...
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Unified Routing – Custom Assignment Rules
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue, we use either...
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D365PPUG Birmingham – Announcements
At the Birmingham division of “Dynamics 365 and Power Platform User Group” (D365PPUG) we are busy planning our first to face to face event since before COVID changed everything. Plus, we have several...
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D365PPUG Birmingham – Speaker Announcement June 22nd
Have you registered for our Dynamics 365 and Power Platform user group event on 22nd June in Birmingham? If not, I suggest you register ASAP.Our next Birmingham Dynamics 365 & Power Platform User...
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Customer Service Workspace – Presence Issue
Microsoft’s Omnichannel for Customer Service is fantastic … but if like me you have had a problem with the agent presence in the Customer Service Workspace app just spinning and spinning you might have...
View ArticleOmnichannel 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” requirements will surface that need a custom approach....
View ArticleRollup field calculation not working
Hi,I am trying to use a rollup field for the first time. I have a Case entity and it's child entity 'Expenses'. Each expense record has a currency field which in turn is a calculated field. This field...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.Other related...
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Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting a conversation in...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer Service Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365. Other related...
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Omnichannel for Customer Service – Collection
Omnichannel for Customer ServiceOmnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.Other related...
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D365PPUG Birmingham – September 2022
At the Birmingham HQ of the Dynamics 365 and Power Platform user group (D365PPUG) we are busy planning our next face to face event. If you haven’t registered yet I suggest you do so soon.You can...
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Customer Service Workspace – Enhanced Interface
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Meaning agents can jump from conversation to conversation in...
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