USD vs Customer Service Workspace

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Posted on by cebri

Hi all,

as far as I know, there are different solutions for agent expierence using Customer Service. We are working with D365 online and we have some requirements as:

- Multisession: I mean, open different entities or multiple screens of an entity (multiple accounts, contacts,...) and be able to come back easily to previous screens

- CTI: Integration with a telephony system that allow the screen popup based on ani or any other code dialed by the customer on the prompt message.

USD was the solution we thought, but what about Cutomer Service Workspace?? I have seen it allows opening multiple tabs also. And it does not require install a client application on workstations.

Does anybody know the pros and cons of each one? What do you think is the roadmap for each solution? It seems that USD is an "onprem" solution and is not aligned with a cloud model.

Any help will be greatly appreciated.

Regards