Integrate third-party Nuance IVR with voice channel
Important
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, Power Platform, and Cloud for Industry release plans.
Important
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
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Jul 28, 2023 |
- | To be announced |
Business value
Integration of Nuance interactive voice response (IVR) enables organizations to provide continuous self-service to their customers. Self-service improves the call deflection rate so that human agents have more time to engage in meaningful and impactful conversations with their customers.
Feature details
This feature enables organizations to improve customer satisfaction and contact center productivity by integrating Nuance IVR technologies with the voice channel in Dynamics 365 Customer Service. It includes Nuance IVR capabilities as is today and escalation to omnichannel agents with call intent and transcript by leveraging existing telephony services to orchestrate the call between IVR and omnichannel using SIP operations.
Use cases
- Customers can perform self-service tasks with conversational IVR.
- Customer intent and context for calling are precisely identified via industry-specialized natural language models.
- Customers can be transferred along with custom-defined context data to an agent who is fully informed and ready to continue the conversation and resolve cases.
- Call intent and customer data can be used for proper call routing.
Benefits
As we move forward into an AI world with increased speed and information, experiences have become more seamless and automated. This integration allows customers to achieve the following benefits:
- Improve call center productivity by increasing the ratio of call deflections and self-service calls.
- Reduce costs by optimizing the workforce.
- Reduce average time spent on calls escalated from IVR to agents due to the availability of context.
Geographic areas
This feature will be released into the following Microsoft Azure geographic area:
- United States