Tag Archives: Dynamics 365 AI for Apps

Dynamics 365 Voice Channel

Microsoft announce the availability of Dynamics 365 Voice Channel, an additional app for the Customer Service module, helping organisations to offer a continuous, personalised customer experience across all communication channels.

AI plays a big part with AI-based routing of calls to the best skilled agent, automatic transcription and translation of calls for agents, as well as live customer sentiment analysis.

Power Virtual Agent also has a role as a chatbot, or as an Interactive Voice Response (IVR) system allowing customers to select menu choices through the telephone keyboard or their voice response.

From a licensing perspective, it’s licensed via a User SL for users already licensed with a Customer Service Enterprise licence. Alternatively, customers also needing the Digital Messaging app can now buy a combined Digital Messaging and Voice Channel User SL. Voice Channel relies on Intelligent Voicebot Minutes and Call Intelligence Minutes and initial capacity is included in the Voice Channel licences, as well as being available as additional capacity.

Find the announcement here: https://bit.ly/3HGbGlN.

Dynamics 365 AI Apps

The Dynamics 365 AI apps build on the intelligent capabilities in Dynamics 365 to offer additional insights. Microsoft announce that Dynamics 365 AI for Sales is now available in the US (http://bit.ly/2JCVK69).

From a licensing perspective, it’s available for users already licensed with Sales Enterprise, Microsoft Relationship Sales Solution, Customer Engagement Plan, or Dynamics 365 Plan, as an add-on at $50 per user per month (http://bit.ly/2zoVQtg).

Dynamics 365 AI for Customer Service (http://bit.ly/2JCWNmB) and Dynamics 365 AI for Market Insights (http://bit.ly/2QfgNxP) are also available in public preview.