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Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when…
Empower your Contact Center workforce with shift bidding and
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for…
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment…
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps…
Stay organized with the Schedule Calendar in Contact Center
As a service representative, having clear visibility into your daily schedule is crucial for effectively managing tasks and maintaining productivity. Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps,…