Etikett: CCaaS

  • Custom-Fit Customer Service: Enable Copilot for Customer Service in your custom model driven app

    Welcome to “Custom-Fit Customer Service” — a short blog series exploring how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of the traditional Service Hub or Customer Service Workspace.  Based on a real-world pilot project, this series highlights what works out of the box, what needs…

  • Upgrading to D365 Contact Center: Key Differences and What You Need to Know

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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…

  • 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…