Microsoft Dynamics 365 Customer Service Digital Messaging and Voice Add-on
Empower your customer service team with the Microsoft Dynamics 365 Customer Service Digital Messaging and Voice add-on, enabling enhanced communication channels for a full year.
- Access to Advanced Communication: Unlock digital messaging and voice capabilities within Dynamics 365 Customer Service.
- Enhanced Customer Engagement: Provide faster, more personalized support through integrated chat and voice channels.
- Streamlined Operations: Consolidate customer interactions into a single platform for improved agent efficiency.
- Yearly Commitment: Secure a 1-year license commitment with annual payment for predictable budgeting.
Product Overview
Product Overview
This is a platform software license for Microsoft Dynamics 365 Customer Service, specifically the Digital Messaging and Voice add-on. It provides essential capabilities for modern customer communication, integrating chat and voice functionalities directly into your customer service operations.
Designed for SMB and mid-market companies, this license is utilized by Business Owners, IT Managers, and IT Professionals who manage their organization's IT infrastructure. It fits within existing Dynamics 365 Customer Service deployments, extending its reach to cover more dynamic and immediate customer interaction needs.
- Integrated Communication Channels: Seamlessly manage customer conversations across digital messaging (like chat) and voice calls.
- Improved Agent Productivity: Equip your support staff with tools to handle multiple interactions efficiently from a unified interface.
- Enhanced Customer Experience: Offer timely and context-aware support, leading to higher customer satisfaction.
- Scalable Solution: Adapt your customer service capacity as your business grows, without significant infrastructure changes.
- Annual Licensing: Benefit from a clear, year-long license term with a predictable annual billing cycle.
This Microsoft Dynamics 365 add-on is ideal for SMB and mid-market teams looking to modernize their customer service with integrated digital and voice communication tools.
What This Enables
Enable Real-Time Customer Chat Support
Enable teams to offer instant support through integrated chat functionalities within Dynamics 365. Streamline customer inquiries and provide immediate assistance, improving resolution times and customer satisfaction.
cloud-based CRM, integrated support platforms, customer-facing applications, digital communication channels
Integrate Voice Calls into Service Workflows
Streamline customer voice interactions by integrating them directly into Dynamics 365 Customer Service workflows. Automate call routing and logging, ensuring all customer communications are managed efficiently and consistently.
unified communication systems, CRM-integrated telephony, customer support operations, business process automation
Improve Agent Efficiency with Unified Channels
Automate the consolidation of customer interactions across digital messaging and voice into a single agent interface. Empower support staff to manage diverse communication types from one location, boosting productivity and reducing context switching.
omnichannel support strategies, agent productivity tools, customer relationship management, unified agent desktops
Key Features
Digital Messaging Integration
Allows customers to connect via chat, providing instant support and improving response times.
Voice Call Integration
Enables seamless management of phone calls within the Dynamics 365 interface, capturing all interactions.
Unified Agent Experience
Provides support agents with a single view of customer interactions across multiple channels, increasing efficiency.
1-Year Commitment
Offers predictable licensing costs and ensures continuous access to communication features for a full year.
Annual Billing
Facilitates straightforward budgeting and financial planning for your customer service technology.
Industry Applications
Finance & Insurance
Financial institutions require secure and efficient communication channels to handle customer inquiries, policy updates, and support requests, making integrated messaging and voice crucial for compliance and customer satisfaction.
Healthcare & Life Sciences
Healthcare providers need reliable and compliant communication tools to manage patient inquiries, appointment scheduling, and urgent support, where timely and secure messaging is paramount.
Retail & Hospitality
Retailers and hospitality businesses benefit from immediate customer support via chat and voice to handle inquiries about orders, bookings, and services, enhancing the customer experience and driving sales.
Legal & Professional Services
Law firms and professional service providers can improve client communication and responsiveness by integrating secure messaging and voice channels for consultations and support, ensuring client confidentiality and accessibility.
Frequently Asked Questions
What is the Microsoft NCE program?
NCE stands for New Commerce Experience, Microsoft's updated licensing platform. It introduces new terms, billing options, and commitment periods for Microsoft cloud products.
What does the Digital Messaging and Voice add-on include?
This add-on enhances Dynamics 365 Customer Service by enabling integrated digital messaging (like chat) and voice call functionalities for customer support.
Can this license be used by an MSP?
No, this license is intended for businesses that use IT services for their own operations, not for resellers or service providers who deliver IT services to other companies.
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.