Dynamics 365 - Omnichannel customer service (with Voice channel) versus 3th party Cloud contact center

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Posted on by Ward010

Hi,

With the introduction of Voice Channel Microsoft states to have an all-in-one omnichannel cloud contact center in place with telephony, chat, social media inbound,...

Does the solution provides the same functionality set as a cloud contact center like Genesys Cloud CX, Nice InContact, Anywhere365 which are mentionned on the preferred partner program pages of Microsoft to extend the standard telephony features of MS Phone system (MS Teams) with cloud center features? At first sight I'm not fully convinced and I don't see the added value to have MS omnichannel, once you go for a 3th party cloud contact center which you integrate with CRM Dynamics 365.

Any ideas, feedback, thought are welcome.

Kind regards,

Ward

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Community Member Microsoft Employee on at

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RE: Dynamics 365 - Omnichannel customer service (with Voice channel) versus 3th party Cloud contact center

Hi Ward010,

A new voice channel, built on Microsoft Azure Communication Services. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today

Introduction to Omnichannel for Customer Service | Microsoft Docs

New voice channel streamlines omnichannel customer experiences - Microsoft Dynamics 365 Blog