Effective November 1, 2021, a new voice channel for Microsoft Dynamics 365 Customer Service is available as a new entitlement offer and a combined offer with Dynamics 365 Customer Service. This new voice channel is built on Microsoft Azure Communication Services and is licensed as Volume License (VL) or via the Cloud Solution Provider (CSP) program through SCHNEIDER IT MANAGEMENT.
The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams. With native voice, businesses receive end-to-end omnichannel experiences within a single solution, ensuring consistent, personalized, and connected support across all channels.
With this solution being built on Microsoft’s own infrastructure, added benefits are available right out of the box that enable organizations to:
- Simplify their solution
- Get instant visibility into trends across all channels
- Leverage AI to resolve issues faster
- Streamline self-service capabilities
- Intelligent routing for voice
- Create true omnichannel experiences
For an explanatory video, please visit: https://www.youtube.com/watch?v=c6t1Yz-60ic.
For the announcement, please visit: https://cloudblogs.microsoft.com/dynamics365/bdm/2020/09/23/new-voice-channel-streamlines-omnichannel-customer-experiences/.
Please contact us for more information and to request a quote.