Tag: outbound
How to configure governance in D365 Customer Service
In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generating email responses, find solutions to customer issues, summarizing conversations, and even handling customer interactions autonomously. And while all of that is incredibly exciting, it also brings up a pretty important question: How do we make sure the messages being sent to our customers follow the rules weRead More
D365 Customer Service: Dialer Enhancements
The 2024 release wave 1 for Dynamics 365 brought us some awesome features for the Dynamics 365 CX apps. So far, this release packed a lot of cool and innovative stuff to make all of the different apps work better. In this article, I will discuss the new improvements that have been made to the dialer inside of Dynamics 365 Customer Service. If you’re not sure what the dialer is inRead More
D365 Customer Service: New Dialer Experience(preview)
As part of 2023 release wave 2 Microsoft has made several improvements to the dialer in Dynamics 365 Customer Service. This dialer is available for agents to use if the voice channel in Dynamics 365 Customer Service has been configured in the environment. The new dialer has an improved design and enhanced dialing features, such as phone number editing capabilities, a call history list, and administrative settings for countries andRead More
