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Episode 19 – Enhancing Communication: An interview with Bob Serr, VP of Azure Communication Services at Microsoft

May 31, 2023

Show Notes:

Bob Serr, VP of Azure Communication Services, https://www.linkedin.com/in/bobserr/

What is Azure Communication Services? https://azure.microsoft.com/en-us/products/communication-services/

Details on Azure Communication Services (ACS): https://learn.microsoft.com/en-us/azure/communication-services/overview

Teams calling vs ACS: https://learn.microsoft.com/en-us/azure/communication-services/concepts/interop/calling-chat

ACS Support for Teams users: https://techcommunity.microsoft.com/t5/azure-communication-services/azure-communication-services-support-for-teams-users-now/ba-p/3586105

Use ACS as the voice channel in Dynamics 365: https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-acs-resource

Bonus: ACS can use your existing telephony service and phone number! https://neilparkhurst.com/2023/03/12/omnichannel-voice-phone-number-setup/

Sentiment monitoring in Customer Service omnichannel: https://learn.microsoft.com/en-us/dynamics365/customer-service/supervisor-sentiment-monitoring

Dynamics 365 Customer Service allows to pair agents based on analytics: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-preferred-agent

ACS Call Automation is now generally available! https://learn.microsoft.com/en-us/azure/communication-services/concepts/call-automation/call-automation

Importance of Customer Service – “60% of consumers have stopped doing business with a brand due to poor customer service”: 60% of Consumers Have Stopped Doing Business with a Brand Due to Poor Customer Service – Microsoft Dynamics 365 Blog

ABN AMRO Banking Case Study: ABN AMRO meets customers for financial advice with Microsoft Teams and Azure Communication Services – YouTube

Learn about how Omnichannel can improve customer service: Episode 14 – OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience – Dynamics Hotdish

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