Microsoft D365 Customer Service Digital Messaging and Voice Add-in
Empower your customer service team with the Microsoft D365 Customer Service Digital Messaging and Voice Add-in, enabling richer, multi-channel customer interactions.
- Enhanced Communication: Access to integrated digital messaging channels like SMS, chat, and social media alongside voice capabilities.
- Improved Agent Efficiency: Streamline workflows by providing agents with a unified interface for all customer communication channels.
- Deeper Customer Insights: Capture and analyze customer interactions across all digital touchpoints for better understanding and service.
- Scalable Solution: Easily add messaging and voice capabilities to your existing Dynamics 365 Customer Service environment as your needs grow.
Product Overview
Product Overview
This platform license provides the Microsoft Dynamics 365 Customer Service Digital Messaging and Voice Add-in, extending your customer service capabilities with integrated communication tools. It unlocks the ability to manage customer interactions across various digital channels, including chat, SMS, and social media, in addition to traditional voice calls, all within a single, unified interface.
Designed for IT Managers and IT Professionals within SMB and mid-market organizations, this add-in integrates directly into your Dynamics 365 Customer Service environment. It is ideal for businesses looking to consolidate their customer communication tools, improve agent productivity, and offer a more connected customer experience without the overhead of managing disparate systems.
- Unified Communication Hub: Consolidate chat, SMS, social media, and voice interactions into a single agent workspace.
- Real-time Engagement: Facilitate immediate customer support through live chat and instant messaging.
- Omnichannel Experience: Provide a consistent and seamless support experience across all preferred customer communication channels.
- Agent Productivity Tools: Equip agents with context and tools to resolve issues faster and more effectively.
- Data Integration: Capture interaction data within Dynamics 365 for comprehensive customer profiles and analytics.
This add-in is the ideal solution for businesses seeking to modernize their customer service operations and deliver exceptional support through integrated digital and voice channels.
What This Enables
Enable Multi-Channel Customer Support
Enable teams to manage customer inquiries across SMS, chat, social media, and voice from a single interface. This streamlines agent workflows and ensures no customer query is missed, regardless of the channel used.
cloud-based CRM, on-premises CRM, hybrid CRM deployments, integrated customer service platforms
Streamline Agent Workflows
Streamline agent operations by providing a unified view of customer interactions and context across all communication channels. This reduces the need to switch between multiple applications, leading to faster resolution times and improved agent satisfaction.
customer support centers, contact centers, shared service desks, client-facing operations
Automate Communication Routing
Automate the routing of incoming digital messages and voice calls to the appropriate agents or teams based on predefined rules and customer data. This ensures that customers are connected with the right expertise quickly and efficiently.
dynamic case management, skill-based routing, automated ticket assignment, customer journey mapping
Key Features
Integrated Digital Messaging Channels
Allows customers to connect via SMS, chat, and social media, meeting them on their preferred platforms.
Voice Call Integration
Enables seamless management of voice calls alongside digital interactions within the same agent workspace.
Unified Agent Interface
Reduces agent complexity and training time by consolidating all communication tools into one screen.
Contextual Customer Data
Provides agents with relevant customer history and information for more informed and personalized support.
Scalable Licensing
Easily adjust licensing to match the evolving needs of your customer service operations.
Industry Applications
Finance & Insurance
Financial services and insurance companies require secure, compliant, and efficient communication channels to handle customer inquiries, policy updates, and claims processing, making integrated messaging and voice crucial.
Healthcare & Life Sciences
Healthcare providers need to manage patient communications securely and efficiently, adhering to strict privacy regulations like HIPAA, which benefits from unified, trackable digital and voice interactions.
Retail & Hospitality
Retail and hospitality businesses can enhance customer service by offering instant support via chat and SMS for inquiries, bookings, and issue resolution, improving customer satisfaction and loyalty.
Legal & Professional Services
Law firms and professional service providers can improve client communication by offering convenient digital channels for inquiries and updates, alongside traditional voice, ensuring responsiveness and client engagement.
Frequently Asked Questions
What is the Microsoft D365 Customer Service Digital Messaging and Voice Add-in?
It is a software add-in for Microsoft Dynamics 365 Customer Service that integrates digital messaging channels (like SMS, chat, social) and voice capabilities into a unified agent experience.
Who is this add-in intended for?
This add-in is designed for businesses using Dynamics 365 Customer Service that want to enhance their customer support capabilities with modern, multi-channel communication tools.
Does this replace my existing phone system?
This add-in integrates voice capabilities into Dynamics 365, often working with existing telephony infrastructure or providing new VoIP options. It is not necessarily a full replacement but an integration point.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.