In today’s fast-paced digital world, customer experience is paramount.
Businesses are constantly seeking innovative ways to engage with their customers
and provide seamless, personalized interactions on self-service channels. One of
the common cha...
In today’s voice-first world, it’s not enough for systems to simply hear what
users say. They need to understand it with precision.  In high-stakes
environments like healthcare, finance, or enterprise IT, voice interfaces must
balance natural conv...
Let’s face it—customers don’t just want fast service anymore. They want
businesses to know what they need before they even ask. Whether it’s a reminder
about a missed payment, a heads-up about a delivery delay, or a quick check-in
after a dropped ...
In an asynchronous chat setup, it’s common for service representatives to place
conversations in a waiting state — For example, they are waiting for the
customer to respond with additional details. Until now, supervisors using
Dynamics 365 Contact...
Automated assignment in unified routing enables organizations to efficiently
direct customer queries to the most suitable service representatives. To ensure
swift response to customers, organizations can use the presence-based assignment
functiona...
As a service representative, having clear visibility into your daily schedule is
crucial for effectively managing tasks and maintaining productivity. Dynamics
365 Contact Center provides a user-friendly Schedule Calendar for service reps,
allowing...
Managing workforce availability efficiently is essential for delivering
consistent and high-quality customer service. A well-structured shift planning
and scheduling process ensures service representatives are assigned to the right
shifts at the r...
With the direct WhatsApp integration in Dynamics 365 Contact Center,
organizations can now provide superior customer experiences on a trusted and
widely used platform. Additionally, they can leverage the power of Microsoft’s
AI-driven contact cent...
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