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