Dynamics 365 Customer Service Voice Channel Add-in

Microsoft Dynamics 365 Customer Service Voice Channel Add-in enables native, end-to-end voice support within Dynamics 365 Customer Service Enterprise. Built on Microsoft’s digital contact center platform, it provides integrated telephony, IVR, call routing, real-time transcription, sentiment analysis, and analytics—without third‑party CTI. Agents handle calls alongside digital channels in a unified workspace with customer history, knowledge, and case tools for faster resolution.
This add-in uses Azure Communication Services for reliable calling and integrates with Power Virtual Agents for voice bots and intelligent self-service. Supervisors gain live dashboards, call recording, and insights to optimize operations. Requires Dynamics 365 Customer Service Enterprise license. Learn more at Microsoft Learn and the Dynamics 365 documentation.