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Hi Experts,
My organisation needs calling , script and texting feature. Just wondering do they need licensing for omnichannel? I can see that agent script feature is also available in customer hub device. Also they are looking to integrate third party telephone system with D365.
I'm confused between omnichannel and customer service hub options. If all those features are available in customer service hub why we need omnichannel?
Hi AnantaYogi
Customer Service Hub is quite different from Omnichannel.
You could view it like this: Customer Service Hub is a Dynamics 365 solution to help manage customers.
Omnichannel is the hub needed to support customers; to set calling, texting, scripting and integrate with third party telephone systems.
Let me know if this makes it clear.
Hi Bassy,
Thank you for your reply but we haven't bought omnichannel app yet, however, I was able to set agent script. How it is different from omnichannel script? N if we want to integrate third party and and calling with D365, do we need omnichannel?
You can set the agent script from Customer Service Hub or the admin center, however, for the agents to utilize it during a live chat supporting customers, Omnichannel will be needed.
Yes, you need Omnichannel to integrate third party and calling with D365 (see prerequisites from documentation - docs.microsoft.com/.../voice-channel-bring-your-own-number and docs.microsoft.com/.../voice-channel-first-call)
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