Welcome to
contact center chronicles!
In here, we’ll explore the dynamic world of D365 Contact Center and Omnichannel for D365 Customer Service. From automation vs. agents, theorizing vs. trying out new features, and troubleshooting real-life implementations; this space aims to inspire and guide those navigating the complexities of modern customer service technology.
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Telemetry insights in D365 implementation portal – what’s that? 🤔
Exploring Telemetry Insights in the D365 Implementation Portal: What Are We Really Seeing? The D365 Implementation Portal has introduced a new feature—Telemetry Insights—which promises to give a closer look at how Dynamics 365 applications are performing in real time. The feature went into public preview in 2024, and since then, I’ve enabled it for a…
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Upgrading to D365 Contact Center: Key Differences and What You Need to Know
Microsoft’s vNext platform for D365 Contact Center is a major leap forward in creating a more robust, scalable, and AI-powered contact center experience. With a focus on integration with Microsoft Teams, AI-driven insights, and expanded communication channels, this platform offers significant advantages over its predecessor, Omnichannel for Dynamics 365 Customer Service. But what exactly has…
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How-to: Set up an Azure Communication Services Resource
Setting up a communication resource for your contact center sounds straightforward, but the process can often feel like a maze of configurations. In this guide, I’ll walk you through the steps in the Azure portal, highlighting where things can get tricky and where to focus. Let’s break down the process step by step, so you…
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