Voice microsoft dynamics crm

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Please read the Microsoft Privacy Statement. Please resolve the following errors before submission:. Request a call. Thanks for requesting a call A sales representative or Microsoft partner will be in touch within four business days. Community Engage with experts and peers, read blog articles, and find local events. Join in. Support Access industry-leading self-help and support options. Get assistance. Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.

An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics Customer Service pricing overview and Dynamics Customer Service pricing plan pages.

Enable your customer service representatives to communicate with customers on the phone to resolve issues using the voice channel in Dynamics Customer Service. While many customers increasingly use chat, SMS messages, and social media to engage and request support from organizations, phone calls continue to be an important communication channel. With the voice channel, Omnichannel for Customer Service provides agents with the ability to receive and make public switched telephone network PSTN calls through a native calling experience in Dynamics , with real-time AI-powered features such as live call transcription, sentiment analysis, and AI-based suggestions to boost agent productivity.

Omnichannel for Customer Service also provides a rich set of analytics and insights, including AI-driven topic clustering and call insights. Typically, customer service organizations must manually integrate standalone telephony and customer relationship management CRM solutions, which result in fragmented experiences for agents and customers across engagement channels. Ultimately, these stitched-together solutions from multiple providers are not only complex to roll out and maintain but create data silos with disconnected insights of customer interactions and agent performance across channels.

The voice channel is built, owned, and operated completely by Microsoft. This means it is an all-in-one customer service solution without fragmentation or manual data integration, and a faster time to value by enabling a quick and easy deployment of a voice channel for your business. Also, the voice channel is built on Microsoft Azure Communication Services with the scalability and reliability of the calling platform that powers Microsoft Teams worldwide today.

The voice channel in Dynamics Customer Service is another channel to engage customers with Chat, SMS, and social media, ensuring consistent, personalized, and connected support across all channels of engagement.

Figure 2: View actionable insights and key performance metrics across channels and drill in for deeper analysis. Getting started with the new voice channel is painless. In just a few clicks, you can be up and running with a phone number and a conversational Power Virtual Agent which will allow you to start making and receiving calls right away. And, as you begin to scale the voice channel out across your organization, you can do so with confidence knowing that the voice channel is built on the same secure planet-scale communications platform that powers Microsoft Teams today.

Figure 3: In just a few clicks, you can experience the voice channel. Getting started is that easy. With the new voice channel, we are delivering an all-in-one digital contact center solution that brings together contact center channels, unified communications, leading AI, and customer service capabilities together into a single, SaaS solution, built on the Microsoft cloud. And, when it comes to your business, you have a choice. Whether the goal is a single, one-stop Microsoft solution or to deploy a partner-developed experience between telephone providers and customer service, Dynamics continues to innovate to help our customers differentiate themselves by delivering world-class customer care and earn customers for life.

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