Capgemini's research puts citizen satisfaction with government customer service at 25%, last of every sector we surveyed. The tools to move that number are finally good enough. Microsoft Dynamics 365 Contact Center is a platform I would happily put in front of a regulator.
Peter Ruiter
A collection of 36 posts
Dynamics 365 Contact Center Conversation & Routing Diagnostics
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.
What sovereignty actually means in the Dutch cloud policy (and what it doesn't)
Three tenders crossed my desk in the past two weeks. All three demanded on-premises, or a supplier regulated entirely inside the EEA. All three cited the new Dutch cloud policy from 3 July. So I read it. Twice.
Copilot Reset My Password!
Download the template solution here: SelfServicePasswordResetIVR_1_0_0_2SelfServicePasswordResetIVR_1_0_0_2.zip35 KBdownload-circle
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.
Enhancing IVR Systems with Generative AI: A Microsoft Approach
Generative AI is reshaping IVR systems. Discover how to transform your customer service with Microsoft Dynamics Customer Service and Copilot Studio for intelligent, voice-optimized, and efficient interactions.
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.