Routing diagnostics left Dynamics 365 and moved to Azure Application Insights. So I built Conversation Diagnostics for Dynamics 365: the FastTrack Dynamics 365 diagnostics dashboard, running inside Dynamics, with plain-language explanations of every routing decision.
Contact Center
A collection of 4 posts
Balancing Automation and Human Touch in Generative AI IVR
Generative AI IVR streamlines customer service, but automation alone isn't enough. AI handles routine queries, yet human agents provide empathy, judgment, and problem-solving. This post explores how to balance both using Microsoft Copilot Studio, ensuring efficiency without losing the human touch.
Optimizing Speech in Copilot Studio: Tips for Voice-First IVR Systems
Businesses can improve their self-service capabilities and reduce agent workload when they integrate voice-enabled copilots through customer service platforms. Copilot Studio offers the latest speech IVR technology that has dual-tone multi-frequency input, silence detection, and barge-in control.
Dynamics Contact Center Cost Calculator
Calculating licensing costs for a Dynamics Contact Center project can feel like an uphill battle. The complexity, the hidden fees, the constant second-guessing—it’s no wonder many find it a horrendous job.