Omnichannel voice


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.


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

At Ignite in September 2020, we announced our voice channel for Dynamics 365 Customer Service. Using our Microsoft-built solution, we're providing simpler administration and management experiences without traditional cloud component integration complexities. Embracing this simplicity allows customers to focus on their core business outcomes while benefiting from the purpose-built abstractions of the Microsoft cloud.

In 2021 release wave 2, we're bringing together voice, SMS, and digital messaging channels with an intelligent interactive voice response (IVR) powered by Power Virtual Agents, real-time voice intelligence, insights across all channels, and speech-based self-service and intelligent skills-based routing.