Elevate Your Dynamics 365 Customer Service with the Voice Channel: A Simple Guide
In Dynamics 365 Customer Service, representatives can use the voice channel to communicate with customers over the phone and resolve issues. Although chat, SMS
Microsoft's Dynamics 365 Customer Service allows representatives to use the voice channel for customer interactions. Despite the popularity of chat, SMS and social media, phone calls remain vital for customer support. Agents using Dynamics 365's Omnichannel for Customer Service can receive and make PSTN calls natively. Useful features such as live call transcription, sentiment analysis and AI-based suggestions are also provided to boost agent productivity. Moreover, comprehensive analytics and insights support better business decision-making.
- To use the voice channel, active subscription to Dynamics 365 Customer Service Voice Channel Add-on or Dynamics 365 Customer Service Digital Messaging and Voice Add-on is required.
- Follow the steps in the "Set up Omnichannel for Customer Service" guide to install the voice channel.
- Then, navigate to the Customer Service Admin Center in Dynamics 365 and follow the steps to create and deploy a new Azure resource connected to Azure Communication Services.
- Finally, utilize the new resource to acquire phone numbers and enable call recording and SMS services for your organization or to bring your own carrier.
Diving Deeper into Dynamics 365's Voice Channel
The voice channel of Dynamics 365 is a powerful tool for enhancing customer service. It provides native calling capabilities that optimize communication, allowing agents to respond to customer needs swiftly. Real-time AI-powered features like live call transcription and sentiment analysis help agents to understand customer emotions and streamline their responses, resulting in improved customer satisfaction. It's easy to add and configure with an existing Dynamics 365 subscription, making it an ideal solution for businesses seeking an efficient channel for managing customer support calls.
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Learn about Elevate Your Dynamics 365 Customer Service with the Voice Channel: A Simple Guide
In Dynamics 365 Customer Service, the voice channel is a critical communication option that allows representatives to communicate with customers over the phone and resolve issues. With this feature, agents can receive and make public switched telephone network (PSTN) calls and leverage real-time AI-powered features such as live call transcription, sentiment analysis, and AI-based suggestions. In addition, Omnichannel for Customer Service provides analytics and insights, including AI-driven topic clustering and call insights.
To use the voice channel, you must have an active subscription to either Dynamics 365 Customer Service Voice Channel Add-on or Dynamics 365 Customer Service Digital Messaging and Voice Add-on. To install the voice channel, simply follow the steps outlined in the "Set up Omnichannel for Customer Service" guide and switch the "Add voice" toggle to "Yes". To connect using a new Azure communication resource, navigate to the Customer Service Admin Center and follow the steps outlined in the guide.
Once the resource is successfully created, you can use it to acquire phone numbers, enable call recording and SMS services, or bring your carrier via direct routing. Lastly, you will need to configure direct routing to complete the setup of the voice channel and begin using it.
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Keywords
Dynamics 365 Customer Service, Omnichannel for Customer Service, Voice Channel, PSTN, AI-powered features, sentiment analysis, real-time AI, live call transcription, Azure Communication Services, direct routing, SMS services