Notifications
Announcements
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
Hello, can you share your findings on this one? What solution did you choose?
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.
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.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 20 Super User 2025 Season 2
TAHER Mehdi 14
Pallavi Phade 9
