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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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One of the cost of using generative AI is an environmental one. With data centres around the world already accounting for one percent of the world’s greenhouse gas emissions, this will only increase with the use of generative AI. As it relates to ...
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I think we all have our opinions on the huge focus on AI right now. I have given it quite a lot of thought which I wanted to share, so I wrote a series of blogs which I will publish and would really welcome a discussion around it. Starting with - ...
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I’ve recently been speaking to several people about queues and the reason for the existence of queues. It’s believed by some that views and the ability to assign records are sufficient and that queues are unnecessary or unnecessarily complex. In ...