Use enhanced IVR in Dynamics 365 Contact Center

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	-	Jul 31, 2024

Business value

• Reduce calls escalated to agents through rich experiences powered by generative AI.
• Increase customer satisfaction with intelligent, conversational self-service that promotes higher customer engagement, boosts containment rates, and increases customer loyalty.

Feature details

The interactive voice response (IVR) feature in Dynamics 365 Contact Center is an advanced conversational IVR that provides the following capabilities:

• Copilot Studio enables Dynamics 365 Contact Center customers to create experiences that enhance their customer service automation with a highly customizable and robust conversational AI experience.
• Prompt-level barge-in control, collection of multiple digits input, option to collect DTMF-only or speech-only input, multilevel escalation strategy for NoMatch or NoInput.
• Enhanced silence detection controls—configure the silence detection timer, reprompt, escalate, or start custom flow.
• Latency Messages—play a loop message when the behind the scenes operations are running for a long time.
• Enhanced speech recognition accuracy powered by Nuance speech recognition technology; accuracy is boosted based on bot content to improve speech recognition accuracy for business scenarios.
• Call recording and transcription of caller interaction with the bot.
• Escalation with context inside and outside of Dynamics 365 Contact Center.

The IVR integration enables Dynamics 365 Contact Center to offer unified routing based on the call intent and customer data from the caller interaction with the bot. Caller context and transcript also display on the agent's desktop, improving customer service.

Geographic areas

We release this feature into the following Microsoft Azure geographic areas:

• Germany
• Norway
• Singapore
• Switzerland
• United States
• Europe
• United Kingdom
• Australia
• Canada
• Japan
• France
• Korea

Additional resources

Configure voice capabilities (docs)