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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Jul 28, 2023 |
- |
Mar 29, 2024 |
Business value
Interoperability of third-party 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
Integrating third-party IVR technologies with the voice channel in Dynamics 365 Customer Service enables organizations to improve customer satisfaction and contact center productivity. It includes the support of escalation from IVR to agents, sharing of contextual data via dataverse, and custom UX controls to surface the data to agents. The interoperability documentation follows an in-front-of-the-switch architecture, supporting Nuance Cloud IVR capabilities as is today, as well as other CCaaS vendors to orchestrate the call between IVR and Omnichannel for Customer Service using SIP operations.
Use cases
- Customers can perform self-service tasks with third-party IVRs.
- 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