Use least active routing on messaging channels

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. Unified routing capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help organizations continuously fine-tune their operations. Least active routing assigns work items based on when service representatives finish their last conversation. Initially used for voice channels, this […]

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Synchronize service rep availability across platforms with presence APIs

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems.  […]

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Try Desktop companion application for Dynamics 365 Contact Center

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and […]

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