Microsoft Dynamics 365 Customer Service Digital Messaging and Voice Add-on
Empower your customer service teams with the Microsoft Dynamics 365 Customer Service Digital Messaging and Voice add-on, enabling richer customer interactions through a one-year commitment.
- Enhanced Communication Channels: Access to integrated digital messaging and voice capabilities to meet customers on their preferred platforms.
- Improved Agent Efficiency: Streamline workflows and provide agents with the tools to handle a higher volume of customer inquiries effectively.
- Scalable Solution: A flexible add-on that grows with your business needs, ensuring consistent support quality.
- Annual Commitment Value: Secure advanced customer service features with a predictable annual commitment, paid monthly for budget management.
Product Overview
Product Overview
This Microsoft Dynamics 365 Customer Service Digital Messaging and Voice add-on provides essential capabilities for modern customer engagement. It unlocks integrated digital messaging and voice functionalities, allowing businesses to connect with customers through various channels within their existing Dynamics 365 environment.
Designed for IT Managers and IT Professionals in small to mid-market companies, this license enhances the customer service platform. It integrates directly into the Dynamics 365 ecosystem, providing a unified view of customer interactions and empowering support teams to deliver more responsive and personalized service.
- Integrated Messaging: Embed chat, SMS, and social media conversations directly into customer service workflows.
- Voice Capabilities: Enhance phone support with advanced routing, call logging, and agent assistance features.
- Unified Customer View: Consolidate all customer communications for a complete interaction history.
- Agent Productivity Tools: Equip support staff with tools to manage inquiries efficiently and resolve issues faster.
- Annual Subscription: Secure access to these features with a one-year commitment, billed monthly for predictable budgeting.
This Microsoft add-on is the ideal choice for SMB and mid-market teams seeking to elevate their customer service operations with advanced communication tools.
What This Enables
Enable Omnichannel Customer Support
Enable teams to manage customer inquiries seamlessly across digital messaging platforms like chat, SMS, and social media, alongside traditional voice calls. This ensures a consistent and convenient support experience regardless of the customer's chosen communication method.
cloud-based CRM, integrated communication platforms, customer support operations, digital transformation initiatives
Streamline Agent Workflows
Streamline agent workflows by providing a unified interface for all customer interactions, reducing the need to switch between multiple applications. This leads to faster response times and increased agent productivity.
customer service departments, contact center operations, CRM-integrated support, business process optimization
Automate Communication Routing
Automate the routing of digital messages and voice calls to the most appropriate support agent or team based on skill, availability, or customer history. This ensures that customers are connected with the right expertise quickly.
dynamic support environments, skill-based routing systems, customer engagement platforms, automated workflow management
Key Features
Integrated Digital Messaging
Allows customers to connect via chat, SMS, and social media within the Dynamics 365 interface, providing a unified communication experience.
Voice Channel Integration
Enhances phone support capabilities, enabling better call management, routing, and agent assistance for improved voice interactions.
Unified Customer Record
Consolidates all communication history from messaging and voice into a single customer record, giving agents complete context.
Agent Productivity Tools
Provides agents with tools to manage multiple conversations, access customer data quickly, and resolve issues more efficiently.
Annual Commitment, Monthly Billing
Offers predictable costs and budget management with a one-year commitment paid in manageable monthly installments.
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 essential.
Healthcare & Life Sciences
Healthcare providers need to manage patient communications securely and efficiently, often requiring HIPAA compliance, which can be supported by integrated digital and voice channels for appointment scheduling and general inquiries.
Retail & Hospitality
Retail and hospitality businesses benefit from engaging customers across multiple digital touchpoints for inquiries, bookings, and support, improving customer experience and operational efficiency.
Legal & Professional Services
Law firms and professional services organizations can enhance client communication and case management by offering convenient digital messaging options alongside traditional phone support.
Frequently Asked Questions
What is the difference between this add-on and the base Dynamics 365 Customer Service license?
The base Dynamics 365 Customer Service license provides core CRM and case management functionalities. This add-on specifically enhances it by enabling integrated digital messaging (chat, SMS, social) and advanced voice capabilities, expanding the communication channels available to your support team.
Does this add-on require separate hardware?
No, this is a software license and add-on for the Microsoft Dynamics 365 platform. It operates within the cloud-based Dynamics 365 environment and does not require dedicated on-premises hardware for its core functionality.
How does the one-year commitment work with monthly payments?
The one-year commitment secures your access to the Digital Messaging and Voice features for a full year. You benefit from this commitment by paying for the license on a monthly basis, which helps with budgeting and cash flow management.
Deployment & Support
Deployment Complexity
Low — self-service
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.