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Dynamics Omni Channel for Customer Service telephony integration

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Posted on by Powerappin 20

Hi,

We are looking at Dynamics Omni Channel for Customer service and wondering what is the best product to handle the telephony element of the solution.

I understand webchat, sms and socials are easy to configure however the client also has a call centre element which requires queue/agent handover and transfer etc that the Omni Channel solution come inbuilt with.

Does MS have a preferred solution that integrates simply and easily with the solution to ensure streamlined case management experience for the customer?

Thanks

  • Daniel Bergsten Profile Picture
    Daniel Bergsten 110 on at
    RE: Dynamics Omni Channel for Customer Service telephony integration

    Hello, can you share your findings on this one? What solution did you choose?

  • POJA85 Profile Picture
    POJA85 175 on at
    RE: Dynamics Omni Channel for Customer Service telephony integration

    I am working with a PoC that is currently solutioning a Omnichannel instance integrated with Microsoft Teams and Luware for the telephony part. Microsoft Teams can handle the telephony but it is however quite new to the game and lacks a range of important functionalities that Luware can provide. Such as advanced queue management and callback functionalities.

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Dynamics Omni Channel for Customer Service telephony integration

    Hi

    There are several telephony providers that offer a CIF 2.0 integration, or are currently upgrading their products to do so. Microsoft don't provide this natively.

    I'd suggest that you take a look at IntelliCTI & Solgari as a starting point for this.

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