The new omni-channel engagement hub brings web chat, SMS and more to Dynamics 365. Plus it gives us USD style sessions in a browser. Is this the new must have tool for contact centres? And does it spell the end for USD? (Spoiler alert: USD is alive and kicking.)

I will demo the new omni-channel engagement hub including how we setup channels / routing. (FYI: omni-channel engagement hub is currently in preview and only available in North America. I have been working closely with the product team. I am probably the first person who has created a custom USD configuration to work with it! It goes GA on July 1st. SO will be available globally by August.)

I will then demo it working in USD.

Plus I will show a demo of the CDS channel. (Cases can be created on a portal, flow will push them to the engagement hub. And the “magically” route directly to the next free agent.)


10:00 - 10:45


DynamicsPower! Melbourne


Neil Parkhurst

Global Community Partners