{"id":119891,"date":"2021-11-23T18:09:55","date_gmt":"2021-11-23T17:09:55","guid":{"rendered":"https:\/\/www.licensingschool.co.uk\/licensing-blog\/?p=119891"},"modified":"2021-11-23T18:09:56","modified_gmt":"2021-11-23T17:09:56","slug":"dynamics-365-voice-channel","status":"publish","type":"post","link":"https:\/\/www.licensingschool.co.uk\/licensing-blog\/2021\/11\/23\/dynamics-365-voice-channel\/","title":{"rendered":"Dynamics 365 Voice Channel"},"content":{"rendered":"\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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. <\/p>\n\n\n\n

Find the announcement here: https:\/\/bit.ly\/3HGbGlN<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

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 […]<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[463,251,375,916,530,915,917],"class_list":["post-119891","post","type-post","status-publish","format-standard","hentry","category-uncategorized","tag-customer-service","tag-dynamics-365","tag-dynamics-365-ai-for-apps","tag-ivr","tag-microsoft-power-virtual-agents","tag-voice-channel","tag-voice-response"],"yoast_head":"\nDynamics 365 Voice Channel - Licensing Lore & Law<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.licensingschool.co.uk\/licensing-blog\/2021\/11\/23\/dynamics-365-voice-channel\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Dynamics 365 Voice Channel - Licensing Lore & Law\" \/>\n<meta property=\"og:description\" content=\"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. 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