Microsoft D365 Customer Service Voice Channel Add-in for FAC
The Microsoft D365 Customer Service Voice Channel Add-in for FAC unlocks advanced telephony capabilities within your Dynamics 365 environment, enabling richer customer interactions.
- Enhanced Communication: Access to integrated voice calling features directly within Dynamics 365.
- Improved Agent Efficiency: Streamline workflows by managing calls and customer data in a single interface.
- Deeper Customer Insights: Capture and analyze voice interactions to better understand customer needs.
- Scalable Solution: Adaptable voice capabilities to support growing customer service demands.
Product Overview
Product Overview
This platform license provides the Microsoft Dynamics 365 Customer Service Voice Channel Add-in for FAC. It integrates telephony capabilities directly into the Dynamics 365 Customer Service application, allowing businesses to manage voice interactions alongside other customer service channels.
IT Managers and IT Professionals in SMB and mid-market companies utilize this add-in to consolidate customer communication tools. It fits within their existing Dynamics 365 deployment, enhancing the functionality of their customer relationship management system for direct customer engagement.
- Integrated Voice Calling: Embeds PSTN calling functionality within the Dynamics 365 interface.
- Call Management Tools: Provides features for call control, recording, and routing.
- Customer Data Association: Links voice calls directly to customer records for context.
- Agent Productivity Features: Offers screen pops, click-to-call, and presence indicators.
- Reporting and Analytics: Enables tracking of call volumes, durations, and agent performance.
Empower your customer service teams with integrated voice capabilities, offering a unified view of customer interactions and improving operational efficiency for your business.
What This Enables
Enable integrated voice calling within Dynamics 365
Enable teams to make and receive calls directly from customer records within Dynamics 365. This streamlines agent workflows and ensures all customer interactions are logged for a complete history.
cloud-based CRM, on-premises CRM, unified customer service platform, integrated communication tools
Streamline customer support call management
Streamline the management of inbound and outbound customer calls with features like call routing, hold, transfer, and conferencing. This improves the efficiency and professionalism of customer support interactions.
customer support operations, contact center integration, business process automation, direct customer engagement
Automate call logging and associate with customer data
Automate the process of logging call details, durations, and outcomes directly against the relevant customer or contact record in Dynamics 365. This provides valuable context for future interactions and reporting.
data-driven customer service, CRM data enrichment, operational efficiency, business intelligence
Key Features
Integrated PSTN Calling
Allows agents to make and receive calls directly within the Dynamics 365 interface, eliminating the need for separate phone systems.
Call Control Features
Provides essential call management functions such as hold, transfer, conference, and mute, enhancing agent capabilities.
Screen Pop Functionality
Automatically displays the customer record when an incoming call arrives, giving agents immediate context.
Call Recording
Enables recording of voice calls for quality assurance, training, and compliance purposes.
Presence and Availability
Allows agents to manage their availability status, improving call routing and team coordination.
Industry Applications
Finance & Insurance
Financial services and insurance companies require robust communication tools to handle sensitive customer inquiries and adhere to strict regulatory compliance for call recording and data handling.
Healthcare & Life Sciences
Healthcare providers need secure and efficient ways to communicate with patients, manage appointments, and ensure HIPAA compliance for all patient interactions, including voice.
Retail & Hospitality
Retail and hospitality businesses benefit from integrated voice channels to manage customer orders, reservations, and support inquiries, providing a consistent and responsive customer experience.
Legal & Professional Services
Law firms and professional service organizations rely on clear, documented communication with clients, making integrated voice and call logging essential for case management and client relations.
Frequently Asked Questions
What is the Microsoft D365 Customer Service Voice Channel Add-in for FAC?
It is a software license that integrates telephony capabilities directly into Microsoft Dynamics 365 Customer Service. This allows businesses to manage voice calls alongside other customer service channels within a single platform.
What are the benefits of using this add-in?
Key benefits include improved agent efficiency through a unified interface, enhanced customer insights from associated call data, and streamlined call management processes. It helps centralize customer interactions for better service delivery.
What are the licensing requirements for this add-in?
This is a platform license that requires underlying Microsoft Dynamics 365 Customer Service licensing. Specific details on required licenses and user counts will be provided at the time of purchase.
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.