In this demo, we’ll meet Derek, a solution architect at Best Bikes. He is focused on enhancing the integration of Dynamics with Teams, particularly the embedded call controls. The goal is to implement a feature that triggers a screen pop-up when a customer with a scheduled delivery makes a call. Additionally, we aim to route VIP customers to specialized agents for prioritized assistance.
From Derek’s perspective, our main focus will be on the apps themselves. He faces the challenge of bringing everything together, collaborating with his CX leaders and IT team to determine the necessary steps. He realizes that within the Enterprise application framework, he can utilize pre-built apps that are readily available.
We’ll dive deeper into these pre-built apps shortly. Derek also recognizes the advantage of using low code/no code solutions, allowing him to leverage existing systems effectively. While not entirely within the Microsoft ecosystem, he will incorporate custom apps that tie into this framework.
In the Microsoft ecosystem, Derek has access to various applications, including Dynamics, transcription services, Teams, cognitive services, and co-pilot features. He can also leverage low code/no code tools such as Power Apps and Power Automate.
To begin, Derek will go to “Get More Apps” to check out the app gallery and ensure he has the necessary apps. He scrolls down to find specific applications from the Microsoft ecosystem, selecting the pre-built apps from Microsoft CRM 365, which will serve as the frontend for Teams integration.
He recognizes the need to build a Power App that can quickly display information about the caller’s delivery status. He also needs this app to interface with legacy systems to identify whether the caller is a VIP customer, as that information isn’t currently available in Microsoft.
Lastly, he creates a custom app within Creator Studio to highlight when a VIP customer is calling in. This app will be embedded in their framework, allowing for streamlined access to important information.
Derek proceeds to find the specific apps he needs, including Microsoft 365, the necessary Power App, Teams integration, and the custom app for VIP identification. He understands that checking legacy data is crucial for verifying the VIP status of callers.
The Power App serves as a shell, facilitating the integration of Power Apps based on DaVinci data. Any incoming data can be routed through these apps. Power Automate will connect to legacy systems to gather specific data, ensuring VIP customers are correctly identified and prioritized.
As calls come in, the system automatically pulls relevant data from various sources, including the interaction events triggered during a call. This data will ensure that both the Power Automate and Power Apps are informed and responsive to the incoming call details.
Now, as Derek makes a call, it goes directly to the agent. Upon connection, a call information pop-up appears on the left, showing real-time activity updates. The delivery information for the customer is displayed, confirming their scheduled delivery.
Derek can now engage with the customer, discussing their delivery and addressing any concerns they may have, such as a potential delay. He aims to adjust the delivery route to ensure customer satisfaction, prioritizing their needs during the interaction.
