Omnichannel for Customer Service – Languages
Microsoft's Omnichannel for Customer Service supports multiple languages. There are two typical scenarios for contact centers that operate in multiple languages: each phone number connects to one language, or multiple languages are offered on one phone number with an option to select a particular language. There are two common methods for routing calls based on language: creating a queue for each language or using skills-based routing. Automated messages can be customized for each language, and agents can be assigned language skills. The Power Virtual Agent (PVA) BOT can ask the customer which language to continue with and tailor the messages and language accordingly.
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