Introduction to the new Omni Channel Voice Channel

Session Description

The D365 Customer Service Omni Channel experience has several channels which have allowed organisations to digitally transform their customer service processes this past year. Chat, SMS and other social media channels like Facebook and Twitter are native channels. What has been missing? Voice.

In this session, I aim to show the new native Customer Service voice channel. This will include how to leverage Power Virtual Agent as well as how to maximise your conversations using Insights.