Microsoft Dynamics 365 Voice channel added to D365 Omnichannel

Microsoft announces native Voice channel for Microsoft Dynamics 365 Customer Service. This is to complement Dynamics 365 Omni Channel which now has Voice, Chat, SMS, Whats App and more.

This is a significant move forward by Microsoft as competitors are way behind when it comes to native voice channel in their Customer Services solution offerings. The new Voice channel is built on Microsoft Azure Communication Services and I expect this to be a fantastic feature for all Dynamics 365 customers.

Microsoft said native voice support, which plugs into the same calling platform used by Microsoft Teams, will better connect contact centre agents to customers and also more easily integrate natural language processing and transcription with existing Microsoft AI tools that already can handle channels such as chat, SMS texting and social media messaging.

You can watch this video which is introducing it here