There’s an updated (November 2021) Dynamics 365 Licensing Guide with three main changes.
Firstly, the initial capacity for a Customer Insights licence now includes 10,000 B2B Accounts, and there’s a new Add-on available for an additional 10,000 B2B Accounts.
Secondly, there’s a new app for the Customer Service module called Voice Channel which is licensed via a User SL for users already licensed with a Customer Service Enterprise licence – see our blog for more details: https://bit.ly/3HUKAra.
And finally, Basic and Standard Edge Scale Unit Add-in and Overage licences are available for Supply Chain Management; this is a good place to learn about SCM Scale Units: https://bit.ly/3r4TrjI.
Find this latest Licensing Guide here: https://bit.ly/3D0adnq.
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.