A Copilot Studio voice agent cannot tell a caller whether you are open, how busy the queue is, or ring them back at ten tomorrow. This open source Dataverse toolkit gives it all three, in a phrase it can read straight out. MIT, seventeen Custom APIs, proven on a real call.
Dynamics 365
A collection of 23 posts
Dynamics 365 Performance Probe Browser Extension
The client says the system is slow. The monitoring says response times are fine. Both are right, and they're measuring different things. A free browser extension that measures both, names the likely cause, and tells you who can actually act on it.
Moving Contact Center config between environments is still this painful. So I built a tool that skips CMT entirely.
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.
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.
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.