Summary
With the Voice channel in Dynamics 365 Customer Service, organizations can use the power of voice calls directly within the familiar Dynamics 365 interface. This feature ensures that representatives have the same experience working with voice calls as they would with any other type of conversation. Organizations can set up the feature to match their needs, such as creating multiple voice queues and channels to ensure that calls are being routed to the appropriate people. Representatives can use AI tools, such as real-time transcription and sentiment analysis, to ensure that they provide the customer with the best experience possible.
This module examined how to get started with the Voice channel in Dynamics 365 Customer Service, including:
Defining the Voice channel and how you can use it to provide an integrated voice solution.
Examining the process of provisioning the Voice channel in your environment and how to obtain phone numbers through Azure Communication Services.
Reviewing the process for setting up voice queues that you can use to route incoming voice conversations to.
Examining the process of creating voice workstreams and channels for handling incoming voice conversations.
Exploring how to create a call routing rule to route incoming calls on a voice workstream to the appropriate voice queue.
The next step for administrators is to gain a deeper understanding of how to set up different voice features. These features include inbound and outbound calling, using a Microsoft Copilot Studio copilot agent to provide interactive voice responses (IVR), team integration, and more.