I’ve been (and will continue to do) some blogging on the Dynamics Unified Service Desk (USD) but I’ve failed to answer the first, probably most important question you might be asking yourself right now.
Why do I need the Unified Service Desk?
Before I proceed, answer these questions (no rush, I’ll wait).
- Do I run a Contact Centre? Y/N
- Do I have a phone system? Y/N
- Do I already have Dynamics installed? Y/N
- Have I invested some serious $$$ in our company’s own proprietary Line of Business Applications? Y/N
- Do I have agents that work remotely? Y/N
Do I run a Contact Centre?
Great, the USD is designed, from the ground up, to be your agent’s only app they will ever need to do their job. No more wasted context switching between applications, no more trying to find the right app that applies to the right situation – it’s all there for them to use and consume when they need it.
Do I have a phone system?
Great, with the USD you can use (or purchase from a partner) the CTI – Computer Telephony Integration – SDK that enables you to work magic with incoming phone calls to your agent’s – i.e., ScreenPops. With this SDK, you can enable the USD to listen onto telephony events that can open up Dynamics, search through it and determine next course of action without the agent having ever picked up the phone.
Do I already have Dynamics installed?
If yes, fantastic, the USD is free, the SDKs are free and all of those wonderful Dynamics customizations and forms you have in place are freely available in the USD. You don’t need to create any new screens (unless you want to) or develop any new workflows (unless you want to) – you can leverage everything you have to be up and running today.
Have I invested some serious $$$ in our company’s own proprietary Line of Business Applications?
Great, the USD can host many Windows and Web-based applications as hosted controls. If you want to get really fancy, you can enable Single Sign-On protocols to automatically sign in your agents to these other systems without forcing them to remember multiple credentials.
Do I have agents that work remotely?
Yes? Great, they can download the USD to their desktop from wherever they are, login and begin working as if they were in the office. It’s as simple as running an install.
I zipped through these questions pretty fast and so should you. At the end of the day, the USD can help you deploy and deliver a unified Contact Centre experience to your customers and agents while reducing costs, leveraging your existing Dynamics 365 investments and not having to throw out years of investment in your existing Line of Business applications.
Best of all, the USD does not care if you are on-premise or in the cloud, it loves them all.