Kategori: D365 Contact Center
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Modern contact centers are sprawling systems. Even when product consolidated as a CCaaS, you might see Azure PSTN calling, direct routing via an SBCaaS and carriers forwarding SIP to Azure-hosted numbers for ACS (yes, I’ve worked with customers using all three infrastructures simultaneously). On top of that, there’s live chat, Exchange-synced email, Copilot Studio agent-run…
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When a case is created directly from a conversation in Dynamics 365, the Case Origin field (caseorigincode) doesn’t always reflect the channel the conversation came from. Instead, it defaults to Web. This is the expected system behaviour; if no default value is set in entity metadata when getting data from Channel Integration Framework, the system…
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Every release wave comes with a flood of excellent community write-ups breaking down what’s new in Dynamics 365 and Power Platform. This will not be one of those posts. Instead, I want to take a different spin, not on listing the new features, but on exploring their risk–opportunity balance. The 2025 Wave 2 release is…
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Recently, I had the privilege of being invited by one of the Solution Architects from the FastTrack team, to provide feedback on the Omnichannel Chat Deep Dive Review; a specialized asset under the broader Dynamics 365 Success by Design framework. As someone who focuses on helping organizations implement and fine-tune their Contact Center experiences using…
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Exploring Telemetry Insights in the D365 Implementation Portal 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 couple of environments…
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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…