Etikett: CCaaS
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Welcome to “Custom-Fit Customer Service” — a two-part exploration in how core Dynamics 365 Customer Service features, including Copilot, can be used in a custom model-driven app instead of Copilot Service Workspace. Based on a recently worked on customer pilot project, this two-post series highlights what works out of the box, what needs extra attention, and…
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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…
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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…