The document discusses an omnichannel engagement hub that allows contact centers to manage interactions across multiple channels. It provides three demos: 1) adding a chat widget to a website for agent interactions, 2) enabling routing based on customer data and sentiment analysis, and 3) integrating a virtual agent that can hand over to human agents. The hub uses a channel integration framework to connect different systems. Pricing depends on the solution chosen - the omnichannel hub offers more features than the customer service hub but less than the unified service desk.

1. Omnichannel Engagement Hub
Ritchey Hazeu & Vassil Stoitsev
January 16th, 2020
Amsterdam

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Contents
▪ What and Why
▪ Some Theory
▪ Demo 1: No Code
▪ Demo 2: Low Code
▪ Demo 3: No Code
▪ How do I get it and how much does it cost?

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▪ Omnichannel Engagement Hub
▪ Channel Integration Framework
▪ Virtual Agents
▪ Unified Routing
What? Why?
What and Why
Contact Centers are expected to:
▪ Manage the explosion of interactions on a
growing range of channels
▪ Embody the Brand experience considering
the Contact Center as the main interface
between the customer & the company
▪ Drive customer engagement and contribute
to business results at the same time

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Channel Integration Framework
▪ Provides a set of APIs
▪ For partners and developers
▪ Based on JavaScript
▪ Lots of preview features
▪ It is technical!

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What is currently available?
Omni-channel
Engagement
Hub
Unified Service Desk
Customer
Service Hub
Channel Integration
Framework
Unified Interface App
Build on top of CIF
Configurable framework
Agent

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▪ Multi-session
▪ Knowledge base integration
▪ Simpler automations possible
▪ Short keys to support Agents
Omnichannel Engagement HUB Unified Service Desk
OCEH vs USD vs CSH
▪ Multi-session
▪ Knowledge base automation
▪ High level automations possible
▪ Agent scripts
▪ External integrations (Websites/applications)
▪ Extra Channel Integration Framework channels
▪ Single Session
▪ Web application
▪ Channel Integration using CIF with web hosted
channel widgets
▪ Focused on Back office agents, Knowledge
managers
▪ Business Process flows for case management
▪ Inline navigation
Customer Service HUB

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Demo Time!
Demo 1
▪ Chat widget on Portal/Website
▪ Interaction with Agent
▪ Admin functionality
01

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Demo Time!
Demo 2
▪ Enable CDS entities for routing
▪ Include sentiment analysis
▪ Skill-based routing
02

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Enable Entities for channels

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Unified Routing

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Skill-based routing
▪ Exact skill matching
▪ Closest skill matching

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Rule determinants

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Demo Time!
▪ Virtual Agent integration
▪ Omnichannel agent view
▪ Hand-over to Human Agent
03

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You want it: Get it!
▪ Get a trial (https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels)
• Via trials.dynamics.com (including a new instance or if you have IUR)
• Via Microsoft 365 admin center
▪ Install solution and activate Omnichannel application via the Instance Picker
▪ Provision for the an instance and provide consents for the services (chat, Facebook, SMS)

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What's next?
▪ Add Channel Integration Framework to Omnichannel Engagement Hub
▪ Escalate chat to Voice/Video
▪ Co-browse (3rd party)
▪ More features for the Virtual Agent Bots

16. Thank You!

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This presentation contains information that may be privileged or confidential
and is the property of the Capgemini Group.
Copyright © 2020 Capgemini. All rights reserved.

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Backup: OCEH vs CafeX pricing