Description

The Dynamics 365 Customer Service Voice Channel Add-in is a powerful extension to the Dynamics 365 Customer Service platform that introduces integrated telephony (voice) capabilities into the customer support experience. It enables businesses to offer seamless, AI-powered voice support through Microsoft’s all-in-one digital contact center solution.

Key Features:

• Built-in Voice Capabilities
  Native voice integration without the need for third-party telephony providers. All calls, call routing, and management are handled within Dynamics 365.
• Intelligent Routing
  Automatically directs calls to the most appropriate agent based on skill set, availability, or customer history.
• AI-Powered Insights
  Leverage real-time transcription, sentiment analysis, and conversation intelligence to support agents and improve customer satisfaction.
• Unified Agent Desktop
  A single interface where agents can manage voice, chat, email, and case data—all within one workspace.
• Call Recording and Analytics
  Record calls, analyze trends, and monitor agent performance using integrated dashboards and Power BI.
• Integration with Microsoft Teams
  Collaborate internally with subject matter experts via Microsoft Teams without leaving the agent interface.
• Voicemail and Callback Support
  Let customers leave voicemails or request a callback, enhancing flexibility and customer convenience.

Benefits:

• Reduce infrastructure complexity by removing the need for separate telephony systems.
• Improve first-call resolution rates with AI-assisted agent support.
• Deliver a consistent omnichannel support experience.
• Scale contact center operations efficiently with cloud-based telephony.