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Imagine this scenario. You’re a contact center agent on a call with a customer who wants to know why the balance transfer request that was approved hasn’t yet been actioned. You’re able to verify the customer’s details using the 360 degree view of...
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We live in exciting times. We can now apply omnichannel capabilities on top of not only Dynamics Customer Service – but also any other Dynamics or Power Platform application! The Dynamics 365 Contact Center is a continuation of Microsoft’s CCaaS s...
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When anticipating the costs of the Dynamics 365 Contact Center, we also need to factor in the Azure consumption costs required. As we hopefully know by now – Azure Communications Service is a key service used to provide native voice and sms capabi...
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Licensing a Contact Center deal to some can be a special place in hell. For some it’s the equivalent of creating a work of art in the manner of Edvard Munch. If you’re familiar with the Digital Contact Center Platform or DCCP – you might want to k...
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I’ve been involved in a few discussions around the newly announced contact center offering by Microsoft – The Dynamics 365 Contact Center. The questions mainly focus on one factor: What is it? Is this just Omnichannel rebranded or is it a new prod...
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I recently had the privilege of presenting at the European Power Platform Conference in Brussels, where I conducted two sessions focused on omnichannel voice implementations. The first session delved into the key considerations and planning strate...
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In November 2019, Microsoft introduced Omnichannel for Customer Service, providing companies with native channels such as Chat, SMS, and Facebook, as well as agent productivity tools like Agent Scripts and Macros. The intent was to provide compani...
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In March 2023, Microsoft announced M365 Copilot – a suite of copilots which infused their popular office applications with generative AI. For e.g. However, M365 Copilot seemed to be targeting the office worker with a dependence on these apps. In N...
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