The new Dynamics 365 Customer Service with voice channel is available for trial right now here. The Microsoft Teams certified contact center solution also continues to support integrating contact center solutions to Teams. We continue to support integrations with key partners such as Five9, Genesys, NICE, Solgari, Tenfold, Vonage and others who are building connectors to enable their voice solutions within Dynamics 365 Customer Service.”. While Microsoft is now offering a first-party SaaS contact center, they make note that they will continue to support other contact center vendors and integrations with Dynamics 365: “And, when it comes to your business, you have a choice. Increased collaboration with other agents and subject matter experts globally using embedded Microsoft Teams to resolve issues faster.AI-based routing of incoming calls to the best-skilled agent, consistent with all other channels.An intelligent, conversational Power Virtual Agent that can be used as an interactive voice response (IVR) for the voice channel and versatile enough to be used as a chatbot for SMS, live chat, and social messaging channels.A consistent, 360-degree view of the customer across all channels, allowing agents to quickly understand the full customer journey so customers never have to repeat themselves.With the addition of the voice channel, Dynamics 365 Customer Service out-of-the-box enables: We see a preview of that in the Microsoft blog post:
The initial realise is voice/PSTN, but Microsoft says “Video is not far behind”, which makes sense as it’s Azure Communications Services based so the video capability is there. It can leverage Power Virtual Agents as voice bots. This is Dynamics 365 Customer Service leveraging Azure Communication Service, the underlying platform that supports Microsoft Teams. Big news in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space, at Microsoft Ignite today Microsoft has announced “voice channel for Dynamics 365 Customer Service”, aka “Dynamics 365 Customer Service expands to become the all-in-one digital contact center solution” to quote the Microsoft blog
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