Promoting Dynamics 365 Contact Center config with CMT means hand-editing data.xml, importing rulesets twice, and hoping. I built a free tool that skips CMT entirely natural-key matching, automatic GUID remapping, dry-run first.
Tips and best practices for building applications on the Power Platform / Dynamics 365 by Peter Ruiter
Latest Posts
What does a Dynamics 365 Contact Center actually cost? I built a calculator to find out
Ask three people what a Dynamics 365 Contact Center costs and you get three answers and a shrug. Customer Service Premium or Enterprise plus the Contact Center add-on? What happens to Copilot credits when you switch on the AI
Just a quarter of citizens rate government service well. That number is very fixable now!
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.
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.