Microsoft Updates Dynamics 365 Customer Service With First-Party Voice Channel

Microsoft has announced the addition of a first-party voice channel to Dynamics 365 Customer Service at an Ignite developers' event. This end-to-end cloud product offering for customer support would help organisations provide more personalised and consistent services with data-driven, AI-infused solutions to customers across channels.

“Service leaders know that 80% of consumers are more likely to purchase from companies that provide more personalised experiences. But for many contact centers, ensuring a continuous, personalised experience across all channels is difficult to achieve. Multiple tools and disconnected data silos prevent agents from having a complete view of the customer journey. But no more. No matter how your customers connect with you, now you can deliver a consistent, intelligent, and personalised service experience,” Dynamics 365 customer service and field service VP Jeff Comstock said in a statement.


In the past, Dynamics 365 Customer Service used to provide add-ons for insights and omnichannel engagement, authoring tools for knowledge base articles, and routing & management for customer service agents. With the addition of the voice channel, Power Virtual Agent chatbots can now be leveraged to respond to chat, SMS, and social messaging channels. AI-based routing of incoming calls to the voice agents is now provided and the integration of Microsoft Teams can further help agents collaborate with each other and with subject-matter experts on specific customer topics.


“AI is infused throughout our first-party voice channel to enrich the customer and agent experience by automating routine tasks and offering insights and recommendations to increase the agent’s focus on the customer,” Comstock continued. “Dynamics 365 Customer Service breaks down traditional data silos between channels with a single, secure data platform, elegantly connecting customer conversations across all channels.”


“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, software-as-a-service solution, built on the Microsoft Cloud,” Comstock said. “And, when it comes to [businesses, they] have a choice. We continue to support integrations with key partners such as Five9, Genesys, NICE, Solgari, Tenfold, Vonage, and others who are building connectors to enable their voice solutions within Dynamics 365 Customer Service.”


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