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In briefShow moreShow lessProsessPilotene demonstrated Dynamics 365 Contact Center with enquiries from multiple service channels in one employee workspace.
- ProsessPilotene demonstrated Dynamics 365 Contact Center with enquiries from multiple service channels in one employee workspace.
- ProsessPilotene demonstrated Dynamics 365 Contact Center with enquiries from several channels in one workspace.
- A shared workspace does not automatically create a connected customer experience.
The webinar
ProsessPilotene demonstrated Dynamics 365 Contact Center with enquiries from several channels in one workspace. The presentation showed how case information, customer history and follow-up can be presented to an employee during the conversation.
What this means for the organisation
A shared workspace does not automatically create a connected customer experience. Identity, queue, transfer and recording procedures need consistency. The organisation should test the whole journey, including waiting, channel changes and cases not resolved at first contact.
In the live demonstration, Frode acted as the customer and Emil as the service representative in a contact centre configured for the session. This made channel changes, customer history and workspace visible in one journey. A shared platform provides continuity only when routing, identity and documentation also follow the enquiry across channels.
Microsoft’s release plan describes Customer Service capabilities and planned availability from the vendor’s perspective. It can verify product context but does not record how a particular course, event or service team worked. The ProsessPilotene material supplies the local programme and audience; the Microsoft source bounds the capability timeline.
For customer service, evaluation should follow the whole case: whether the right knowledge was found, channel history was available, a person took over, and corrections were needed. This is stronger evidence than response time alone. Courses and events can show the workflow, while stable operation requires owners and maintenance.
Sources
Primary source: ProsessPilotene, “Sømløs kundedialog med Contact Center,” 28 June 2024 (Norwegian).
Microsoft, Dynamics 365 Customer Service 2024 release wave 1 plan, 25 January 2024.
The original Norwegian transcript is retained as archival source material in the Norwegian version.
Further reading
What is Dynamics 365 Contact Center?
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