Alright, let’s dive into the Dynamics 365 Customer Service world! Picture this: representatives in the frontlines can pick up the phone and have a good old chat with customers using the voice channel. While chat, SMS, and social media are the hip new ways for customers to reach out, never underestimate the power of a good old-fashioned phone call. Now, let’s talk about Omnichannel for Customer Service – it’s like a supercharged toolkit for agents. They can make and take public switched telephone network (PSTN) calls right from within Dynamics 365, no fuss. And here’s the cool part: the voice channel comes with some seriously nifty AI features. Think real-time call transcriptions, getting a vibe on customer sentiment, and AI-backed suggestions that make the agents’ lives smoother. Oh, and there’s more! Omnichannel for Customer Service brings in a ton of insights and analytics, including some fancy AI-driven topic sorting and in-depth call insights. It’s like having a customer service crystal ball!
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.
Navigate to the Customer Service Admin Center in Dynamics 365 and follow these steps:
Once you have successfully created this new resource, you can use it to acquire phone numbers for your organization and enable call recording and SMS services or bring your carrier via direct routing. Your preferred option should be “bring your own carrier” if you are an enterprise customer.
Connect your Service Provider/SIP trunk via Direct Routing.
In Dynamics 365, navigate to the Customer Service Admin Center and follow these steps:
In the Add Your Own Phone Number dialogue, provide the following information:
Please note that SMS is not supported with direct routing.
The new phone number will be displayed in the Phone numbers list and is ready for setup. You can now connect it to a voice workstream, configure outbound calling, or assign it to an agent.
Rolling out voice channels within Dynamics 365 Customer Service takes your customer communication game up a notch and gives agent productivity a hearty boost. By simply following the path we’ve laid out in this guide, you’ll be breezing through setting up and fine-tuning voice channels, syncing up with Azure Communication Services, and expertly managing those all-important phone digits for your organization. This harmonious blend enables you to harness the potency of AI-driven perks and analytics, in turn amping up the customer support journey and slickening your operational flow.
If you’re looking for more guidance or assistance, don’t hesitate to reach out to us. We’re here to provide the support you need to navigate this journey seamlessly.