Microsoft has announced that voice will be coming to Dynamics 365, creating an “all-in-one digital contact centre solution”.
The voice channel is built on the same platform that powers Microsoft Teams.
Microsoft said that the addition means Dynamics 365 Customer Service can now deliver a 360-degree view of a customer across all channels, as well as support for power Virtual Agent to act as interactive voice response.
Embedded Microsoft Teams can also be used to allow agents to collaborate with each other and solve issues faster.
Meanwhile, built-in artificial intelligence (AI) enables real-time transcription, sentiment analysis, recommendations and translation.
Microsoft said that adopting the voice channel is “painless”, with phone number set-up as simple as a few clicks of the mouse.
Jeff Comstock, Vice President, Dynamics 365 Customer Service, said:
