Omnichannel digital messaging with third-party voice service and Dynamics 365 Customer Service

This architecture is intended for contact centers with a voice channel that is currently supported by a third-party Contact Center as a Service (CCaaS) provider. It also applies to scenarios where a third-party CCaaS provider is preferred for voice engagements. Using this approach, Dynamics 365 Customer Service delivers digital messaging channels. Self-service activities in the voice channel are enabled by third-party CCaaS provider. Self-service activities in the messaging channels are enabled by Microsoft Copilot Studio.

There is a unified experience in Dynamics 365 Customer Service for agents that integrates the third-party CCaaS provider's functionality using the Channel Integration Framework. Supervisors use Dynamics 365 Customer Service and supervisor functions provided by the third-party CCaaS provider. Engaging other employees using Microsoft Teams can be accomplished using Microsoft's Context IQ approach. It might also be delivered by the third-party CCaaS provider.

Potential use cases include the following examples:

• Retailers providing online sales and support

• Healthcare providers offering support for patient questions

• Financial Services companies providing help and advice for banking, investments, mortgages, and so on

• Internally facing help desks for employees

Architecture

The following diagram illustrates the architecture. Choose the magnifier icon for a more detailed view.

Dataflow

1. Customers engage via the digital messaging channel of their choice, including potentially using Microsoft Teams as a channel for internally facing contact centers (such as employee help desks).

2. Customers engaging via the voice channel will interact with a third-party CCaaS provider and any included IVR self-service capability from that provider.

3. The Channel Integration Framework, provided by Microsoft, enables third-party CCaaS providers to integrate into Dynamics 365 Customer Service.

4. Copilot Studio provides self-service automation in the form of messaging chat bots.

5. Work is routed to agents, who use the customer service workspace within Dynamics 365 Customer Service. The third-party CCaaS providers voice channel is visually integrated into the customer service workspace using the Channel Integration Framework.

6. Both the agent experience and the supervisor experience are built upon and integrated with the Power Platform. Dataverse stores all core data and events to for the customer data platform.

7. Supervisors interact with the built-in capabilities of Dynamics 365 Customer Service, including insights, forecasting, and scheduling. There may also be some supervisor and administration capabilities provided by the third-party CCaaS provider.

8. Using Context IQ, Teams collaboration is enabled between Dynamics users and Teams users, including the ability to collaborate one-on-one or through swarms. Other features provided by the third-party CCaaS provider may also be used to integrate with Microsoft Teams.

Components

• Dynamics 365 Customer Service documentation

  • Overview of collaboration in Dynamics 365 Customer Service

  • Enable voice consult with Microsoft Teams user for the voice channel

  • Overview of channels in Omnichannel for Customer Service

  • Configure an SMS channel using Azure Communication Services

  • Configure Microsoft Teams channel in Omnichannel for Customer Service

  • Overview of unified routing

  • Overview of the Customer Service workspace application for Dynamics 365 Customer Service

  • Customer Service Insights

  • Forecast agent, case, and conversation volumes in Customer Service

  • Overview of the Scheduling Service

• Dynamics 365 Channel Integration Framework guide

• Microsoft Copilot Studio documentation

  • Configure hand-off to Dynamics 365 Customer Service

• Microsoft Power Platform documentation

• What is Microsoft Dataverse?

• Meet Context IQ—A new way to collaborate in a hyperconnected business - Microsoft Dynamics 365 Blog

Related resources

• Digital Contact Center Platform guidance overview

Assumptions

In all Digital Contact Center Platform architectures, wherever possible, we assume that all or most solution components use the core capabilities of Microsoft Azure, including, but not limited to, compute, storage, identity, security, management, and compliance.