Dynamics 365 Customer Service Digital Messaging and Voice Add-in

Microsoft Dynamics 365 Customer Service Digital Messaging and Voice Add-in extends Customer Service Enterprise with modern, AI-assisted engagement across web chat, social messaging, SMS, and integrated voice. It centralizes conversations in a unified, agent-friendly interface, enabling seamless channel switching, consistent context, and faster resolution. Built on Microsoft’s trusted cloud, it supports intelligent routing, real-time translation, and analytics to optimize service operations and elevate customer satisfaction.

This add-in also unlocks proactive outbound capabilities and rich self-service with bots powered by Microsoft Copilot Studio, reducing handling time while maintaining quality. Deploy rapidly with native integration to Dynamics 365, Microsoft Teams, and Azure Communication Services, ensuring security, compliance, and scalability for growing support organizations.