Voice channel powered by Azure Communication Services


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Nov 1, 2021

Business value

The new voice channel for Customer Service enables an all-in-one customer service solution without fragmentation or requirement of manual data integration. Our solution provides a single view of the customer that empowers agents to provide personalized service across all channels, and true omnichannel analytics and insights for agents and supervisors alike. Providing organizations with a choice of telephony delivered directly by Microsoft enables quick and easy deployment of a voice channel for their business.

Feature details

We are announcing the expansion of Microsoft Dynamics 365 Customer Service omnichannel capabilities to include a new voice channel, built on Microsoft Azure Communication Services. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today. With native voice, businesses receive seamless, end-to-end omnichannel experiences within a single solution, ensuring consistent, personalized, and connected support across all channels of engagement. This end-to-end solution unifies all points of customer interaction data, enabling businesses to simplify and streamline their processes, gain instant insights into trends, and deliver faster resolution from AI-driven assistance — all while ensuring your data remains secure and compliant, backed by the trusted Microsoft cloud.

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 addition of the voice channel enables Customer Service to offer businesses a solution that minimizes failure points caused by custom-built, complex integrations, and maximizes the ability to create better customer and agent experiences. This single, holistic solution also makes it easier to scale to meet changing business needs.

This feature enables organizations to adopt Azure Communication Services as a voice provider natively in Omnichannel for Customer Service, and facilitates the following features:

  • Phone number procurement and management
  • Ability to handle and distribute incoming calls
  • Ability to make outbound calls
  • Ability to manage SMS (inbound and outbound)
  • Deep integration of voice into core Omnichannel for Customer Service functionality
  • Real-time sentiment analysis
  • Real-time transcription
  • Real-time translation
  • Real-time smart assist suggestions
  • Operations management through supervisor dashboards
  • Ability to record and manage phone calls

See also

Introduction to the voice channel (docs)