Overview of Omni-channel Engagement Hub October '18 release

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review Summary of what’s new. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy). For detailed information about our products, visit the Customer Engagement documentation.

The Omni-channel Engagement Hub for Dynamics 365 is a cloud-based service that extends the power of Dynamics 365 for Customer Service to enable customers to instantly connect and engage with their customers via newly introduced channels: live chat and SMS.  

Omni-channel Engagement Hub provides a modern, customizable high-productivity app that allows agents to engage with customers across different channels via a unified interface. This app offers contextual customer identification, integrated follow-on actions (for example, create a case/lead), and real-time conversation alerts to ensure agents are working effectively. Supervisors get real-time visibility and insights into the operational efficiency of agents and the utilization across various channels. The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and business priorities, thus ensuring agents are working on the most relevant interactions.  

In addition to enabling operational efficiency and visibility, Omni-channel Engagement Hub delivers intelligent insights consisting of information gathered across various engagement channels and the underlying business data. It also enables supervisors to manage agent productivity and channel efficiency by creating, managing, and tracking relevant channel-specific and cross-channel KPIs.