Microsoft Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise
Empower your customer service team with the Microsoft Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise, offering advanced communication features on a monthly commitment.
- Enhanced Communication: Integrate voice channels directly into your customer service workflows.
- Scalable Solution: Adapt your contact center capacity with flexible monthly commitments.
- Improved Agent Productivity: Provide agents with the tools they need for efficient customer interactions.
- Data Integration: Connect voice data with your existing Dynamics 365 customer records.
Product Overview
Product Overview
The Microsoft Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise provides essential voice capabilities to enhance your customer service operations. This subscription enables your team to manage inbound and outbound calls directly within the Dynamics 365 environment, offering features like call routing, interactive voice response (IVR), and agent presence.
This solution is designed for mid-market to enterprise organizations that rely on Dynamics 365 Customer Service Enterprise to manage their customer interactions. It integrates seamlessly with your existing CRM data, providing a unified view of customer communications and empowering agents to deliver more personalized and efficient support.
- Unified Agent Experience: Manage voice interactions alongside other communication channels within a single interface.
- Intelligent Call Routing: Direct customer calls to the most appropriate agent or team based on skills and availability.
- Interactive Voice Response (IVR): Automate routine inquiries and guide callers efficiently through self-service options.
- Real-time Analytics: Gain insights into call volumes, agent performance, and customer satisfaction.
- Scalable Capacity: Easily adjust voice channel capacity to meet fluctuating business demands.
Elevate your customer service with integrated voice capabilities, driving efficiency and customer satisfaction.
What This Enables
Enable Unified Customer Communications
Enable teams to manage voice calls directly within Dynamics 365, consolidating customer interactions. Streamline agent workflows by providing a single interface for all communication channels.
Cloud-based CRM, Hybrid cloud deployments, On-premises CRM with cloud integration
Improve Contact Center Efficiency
Automate call routing and IVR processes to direct customers to the right agents faster. Streamline agent tasks with integrated call controls and customer information readily available.
Customer support operations, Inbound call centers, Outbound sales campaigns
Enhance Agent Productivity
Provide agents with immediate access to customer history and context during calls. Empower agents to handle a higher volume of interactions with integrated tools and information.
Customer service departments, Technical support teams, Client relationship management
Key Features
Integrated Voice Calling
Manage inbound and outbound calls directly within the Dynamics 365 interface, eliminating the need for separate telephony systems.
Interactive Voice Response (IVR)
Automate call handling and provide self-service options to customers, reducing agent workload and improving response times.
Call Routing and Queuing
Ensure calls are directed to the most appropriate agent based on skills, availability, or customer history, optimizing service delivery.
Agent Presence and Status
Allow agents to manage their availability status, ensuring efficient call distribution and accurate reporting.
Monthly Commitment
Provide flexibility and cost control with a subscription-based model that scales with your business needs.
Industry Applications
Finance & Insurance
Essential for managing customer inquiries, claims processing, and policyholder support with integrated voice communication.
Healthcare & Life Sciences
Facilitates patient communication, appointment scheduling, and secure information exchange within a regulated environment.
Retail & Hospitality
Supports customer service, order inquiries, booking management, and loyalty program interactions across multiple touchpoints.
Legal & Professional Services
Enables efficient client communication, appointment management, and consultation scheduling for law firms and professional practices.
Frequently Asked Questions
What is the Dynamics 365 Contact Center Voice Add-on?
It is a subscription service that adds voice communication capabilities to your Dynamics 365 Customer Service Enterprise environment, enabling integrated call management for your support teams.
Who is this add-on intended for?
This add-on is designed for businesses using Dynamics 365 Customer Service Enterprise that want to enhance their contact center operations with integrated voice features.
What kind of voice features does it include?
It typically includes features such as inbound/outbound calling, IVR, call routing, agent presence, and basic call analytics, all managed within Dynamics 365.
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.