Microsoft Dynamics CRM (Archived)

Difference between Unified Service Desk 4.0 and Omni Channel Engagement Hub

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Posted on by Faran Saleem

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Dear Team,

I am looking for difference between the new USD version and Omni Channel Engagement Hub.

From what i have seen they look similar with only difference being that Omni Channel Engagement Hub offers multi channels capabilities.

Through Omni Channel customer has the power of choice they can chose their own channel (Chat, SMS, Voice call etc) where as in USD it is built only for Call center agents so it will be used by Call Center agents only.

Please let me know if i am correct. If not then can you please guide me.

Looking forward to your usual support as not much information is available on internet.

Thank you.

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Max Schoenmaker on at

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I also like to know where this is going.

USD vs Omni Channel Engagement Hub vs Teams.

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ansrikanth 3,115 on at

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USD is a Clientside application, helps agents to open multiple applications (manually/automatically) during an interaction with a customer. And possibly do some automation around them to ease the workload of the agent.

Omni Channel, on the other hand, facilitates THE interaction with the customer. It could be via a chat or phone call or whatever the other type of interactions is. USD will then be configured what should happen when this interaction takes place.

This is a satellite view of both the systems. It won't take much time to realize both the applications are no way close to each other once if you start looking into the documentation of both these :)

-Srikanth

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Faran Saleem 295 on at

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Hi Srikanth,

Thank you so much for your reply.

But we communicate with Customers in USD aswell. I mean USD allows me to interact with customers and then open multiple applications in a unified view? Then how is it different from Omni Channel?

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ansrikanth 3,115 on at

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You will communicate with the customer via one of the Channel (Chat/Telephone/Email etc) not with USD. USD surfaces this channel into a single skin along with other LOB Applications. As such USD cannot call to a customer unless you have "a" Telephone channel integrated into USD.

Hope this answers your question.

-Srikanth

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Kaustubh Hegde 330 on at

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Thank you Srikanth for the details. But, when you say "You will communicate with the customer via one of the Channel (Chat/Telephone/Email etc) not with USD", I wonder how will it integrate Telephone without a CTI integrations on USD. And as far as the demo was concerned, it looked more or less like a USD with CTI and chat integration in it. Can you add more insights to it?

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ansrikanth 3,115 on at

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Ok, I don't want to confuse every one more and more over here :). Let me try to explain what I meant with an example - You are talking on your phone. That does not mean that your mobile phone is calling some one, rather the phone is taking the help of some "provider" (like Vodaphone, EE etc) to call. In the same way, your USD don't call/take calls on its own but it can use some "channel provider" (like Cisco, Avaya, ring central etc) and do the necessary stuff. Now using this channel provider is actually called CTI (Computer Telephony integration) doesn't matter it is with USD/any other application. We are talking about integrating this with USD.

Hope that answered your question. If so, Can you please mark it as answer and cose this thread?

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Kaustubh Hegde 330 on at

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Exactly, so Omni Channel Engagement Hub being a layer on top of USD, how different is it to a USD implementation with CTI and chat built on top of it.

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