Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. We are proud to announce that we now support local country regions as well. As of April 1, 2023, the voice support channel is live in India and Switzerland.
Native voice support channel capabilities
The integrated voice channel allows customer service representatives to communicate with customers on the phone to resolve issues. The India and Switzerland launches include all the features that the voice channel in Customer Service omnichannel environments supports today.
Self-serve voice support channel with Power Virtual Agents
The general availability launch in India and Switzerland also integrates Power Virtual Agents. Subject matter experts can build conversational interactive voice response (IVR) bots in just a few clicks to help customers quickly self-serve, reducing contact center operation costs. Learn how to configure Power Virtual Agents bots for voice.
Azure Communication Services direct routing
The launch of the voice channel in the India and Switzerland is made possible through direct routing from Azure Communication Services, in preview. Direct routing enables you to connect your existing telephony infrastructure to Azure. Learn how you can use the telephony carrier of your choice.
As the native voice channel in Dynamics 365 Customer Service continues to expand in regions, languages, and capabilities, subscribe to this blog for the latest updates. Set up your Dynamics 365 Customer Service environment and install the voice channel today.
Read the documentation to learn about the features the voice channel now supports in India and Switzerland: Introduction to the voice channel | Microsoft Learn
Learn about other supported locations and languages here: Supported cloud locations, languages, and locale codes for voice channel | Microsoft Learn
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