Introduction
Though increasingly more customers are using communication channels such as chat, text, and social media to engage with organizations, phone calls continue to be an important communication channel. Many customers prefer support over the phone, particularly when they're working with more detailed or complicated scenarios.
Typically, organizations that want to use voice calls with their customer relationship management (CRM) applications must manually integrate their standalone phone systems with the solution. Because these applications weren't originally designed for integration, it can lead to a fragmented experience for representatives and customers as they interact across different engagement channels. This approach using multiple providers is complex to build and maintain, and it creates data silos with disconnected insights of customer interactions and representative performance across channels.
With Omnichannel Voice, representatives who are working in Omnichannel for Customer Service can make and receive public switched telephone network (PSTN) calls through a native calling experience in Dynamics 365. In addition to calling capabilities, it includes real-time AI-powered features, such as live call transcription, sentiment analysis, and AI-based suggestions that help to boost representative productivity.
The Voice channel provides another way to seamlessly engage customers, in addition to providing other popular channels such as chat, text, and social media. This feature ensures that customers have a consistent, personalized, and connected support experience across all channels of engagement. For example, a representative interacts with a customer through a web chat, it might become necessary to escalate the conversation to a voice and/or video call to perform more advanced troubleshooting. With the Voice channel, you can set up numbers to allow inbound and outbound calling to support any scenario that representatives might encounter.
Omnichannel Voice includes many different features and functionalities that call center representatives and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.
Multiple capabilities are available to help representatives simplify their experiences when working with customers, including:
In-call controls such as Mute, Hold, and End.
Hold and wait music.
Integrated customer and case history lookup.
Notes and knowledge search.
The ability to mark a number as spam.
Call and routing features include the ability to:
Handle and distribute incoming calls
Use Automatic Call Distribution (Routing)
Make outbound calls
Transfer calls to external phone numbers
Assign calls based on skills
Voice includes multiple AI capabilities that simplify how representatives interact with customers and simplify the tasks that they need to accomplish while working with customers. These capabilities also include:
Real-time sentiment analysis
Real-time transcription and recording
Real-time translation of call transcripts
Real-time smart assist suggestions
No-code Virtual Agent as Interactive Voice Response (IVR)
This module provides an in-depth examination of the capabilities that are available with Omnichannel Voice.