Microsoft Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise GCC
The Microsoft Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise GCC provides essential voice capabilities to elevate your customer support operations.
- Enhanced Communication: Integrate voice channels directly into your Dynamics 365 environment.
- Improved Agent Efficiency: Equip your support team with tools for faster and more effective customer interactions.
- GCC Compliance: Designed for government community cloud environments, ensuring data residency and security.
- Scalable Solution: A subscription-based add-on that grows with your business needs.
Product Overview
Product Overview
This Microsoft Dynamics 365 Contact Center Voice Add-on is a cloud-based solution designed to enhance the Customer Service Enterprise module within Government Community Cloud (GCC) environments. It provides essential voice capabilities, enabling organizations to manage inbound and outbound calls directly within their CRM platform, thereby centralizing customer interactions and improving support team efficiency.
The add-on is ideal for mid-market to enterprise organizations that rely on Dynamics 365 for customer service and require robust, compliant voice communication tools. It integrates seamlessly with existing Dynamics 365 workflows, allowing agents to handle calls, manage customer data, and access relevant information all from a single interface, reducing the need for disparate communication systems.
- Integrated Voice Channel: Connects voice communication directly to Dynamics 365 Customer Service Enterprise.
- Agent Desktop Experience: Provides agents with a unified interface for managing calls and customer records.
- GCC Environment Support: Tailored for Microsoft's Government Community Cloud, meeting specific compliance needs.
- Streamlined Workflows: Automates call routing, logging, and case creation for increased efficiency.
- Enhanced Customer Engagement: Enables richer, more personalized interactions through integrated voice data.
Empower your customer service team with integrated voice capabilities to deliver exceptional support experiences within a secure, compliant environment.
What This Enables
Enable Unified Customer Communication
Enable teams to manage all customer voice interactions directly within Dynamics 365 Customer Service Enterprise. This streamlines agent workflows and provides a complete view of customer communications.
Cloud-based CRM, Integrated communication platforms, Customer support operations, GCC environments
Streamline Call Handling and Routing
Streamline inbound and outbound call management with intelligent routing and automated call logging. This ensures that customer inquiries are directed to the appropriate agents efficiently.
Contact center operations, Customer service departments, Business process automation, Multi-channel support
Automate Case Creation and Data Capture
Automate the creation of support cases and capture essential customer interaction data directly from voice calls. This reduces manual data entry and ensures accurate record-keeping.
CRM data management, Support ticket systems, Workflow automation, Data integrity
Key Features
Integrated Voice Functionality
Manage inbound and outbound calls directly within the Dynamics 365 interface, eliminating the need for separate telephony systems.
GCC Compliance
Operate with confidence knowing the solution meets the security and compliance requirements of Microsoft's Government Community Cloud.
Agent Scripting and Guidance
Provide agents with real-time scripts and guidance during calls to ensure consistent and effective customer interactions.
Call Recording and Monitoring
Record calls for quality assurance, training, and compliance purposes, and monitor agent performance.
Reporting and Analytics
Gain insights into contact center performance with detailed reports on call volume, agent activity, and customer satisfaction.
Industry Applications
Government & Public Sector
Specifically designed for Government Community Cloud (GCC) environments, ensuring compliance with government data and security standards.
Finance & Insurance
Provides a secure and compliant platform for handling sensitive customer financial and insurance-related inquiries via voice.
Healthcare & Life Sciences
Supports compliant communication needs for patient interactions and service requests within regulated healthcare environments.
Education & Research
Enables educational institutions and research bodies to manage student, faculty, and administrative communications effectively and securely.
Frequently Asked Questions
What is the Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise GCC?
It is a Microsoft subscription that adds voice communication capabilities to your Dynamics 365 Customer Service Enterprise environment within the Government Community Cloud (GCC).
Who is the target audience for this add-on?
This add-on is designed for mid-market and enterprise organizations operating within Microsoft's Government Community Cloud that utilize Dynamics 365 for customer service.
How does this add-on improve agent efficiency?
By integrating voice calls directly into the Dynamics 365 agent interface, it reduces the need to switch between applications, allowing agents to access customer data and manage calls more effectively.
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.