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:
“With the new voice channel, we are delivering an all-in-one digital contact center solution that brings together contact center channels, unified communications, leading AI, and customer service capabilities together into a single, SaaS solution, built on the Microsoft cloud”
Microsoft stressed that it will continue to support its certified contact centre partners including Five9, Genesys, NICE, Solgari, Tenfold, Vonage.
Voice in Dynamics was first mentioned by Microsoft last year and was pegged for launch in the first half of this year.
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