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Omnichannel for Customer Service Languages

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#contactcenters

#languages

#omnichannel

#routing

Dynamics 365 Customer Service

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Nov 29, 2023

Published date

Text

Article Type

AI Summary

  • The article discusses the options available for supporting multiple languages in Microsoft's Omnichannel for Customer Service.
  • It outlines two typical scenarios for contact centers operating in multiple languages: one where each phone number connects to one language, and another where multiple languages are offered on one phone number with an IVR option to select a particular language.
  • The article explains two common methods for routing calls based on language: creating separate queues for each language or using skills-based routing to assign conversations to agents who speak multiple languages.
  • The article also covers the setup of automated messages in different languages, including defining hold and wait music, voice settings, and post-call surveys.
  • It discusses giving agents language skills by creating and assigning skills for each language they speak.
  • The article compares two approaches to organizing call queues: using multiple queues for different languages or using one queue with skills-based routing.
  • It explains how to handle BOT handoff based on language by asking the customer to select a language and using either a PVA action or a custom topic created using the BOT Framework.
  • The article provides detailed instructions and screenshots for configuring language settings in Omnichannel for Customer Service.

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