Contact Center vs D365 Omnichannel

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Posted on by truc binh

Hi,

In the appsource, some vendors provide contact center solution which include voice, chat, sms, social channel communication.

Is it ok to integrate these kinds of contact centers into the Omnichannel? Do we need the license of Omnichannel addon to integrate with Contact Center without using these addons services?

Regards,

Binh.

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Answers (1)

truc binh 2 on at

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RE: Contact Center vs D365 Omnichannel

Thanks Leo!
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LeoAlt 16,331 Moderator on at

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RE: Contact Center vs D365 Omnichannel

Hi Truong,

Yes you are right. The Chat or Digital Messaging requires Power BI Pro license or higher.

You could also refer to the D365 license guiding.

https://go.microsoft.com/fwlink/p/?LinkId=866544

Hope it helps.

Regards,

Leo
truc binh 2 on at

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RE: Contact Center vs D365 Omnichannel

Hi Leo,

Thanks for your information.

I understand that if I have Customer Service Enterprise License, I can use the Omnichannel.

But if I want to use the Chat, or Digital Messaging, I must buy the addon license.

Am I right?

Regards,

Binh
LeoAlt 16,331 Moderator on at

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RE: Contact Center vs D365 Omnichannel

Hi Partner,

Omnichannel is included in Customer Service Enterprise License. It has no separate License.

So you could escalate your License to Enterprise or try the trail free 30 days first.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/system-requirements-omnichannel

docs.microsoft.com/.../try-channels

Best Regards,

Leo