Microsoft Dynamics 365 Voice Channel: Transforming Customer Service for the Digital Age

October 17th, 2024 Intech Systems Dynamics 365

A Day in the Life of Customer Service: Sound Familiar?

Picture this: It’s 9:05 AM on a Monday. Your team of dedicated Customer Service Representatives is already fielding calls left and right. Then it happens – that dreaded “system error” message pops up on every screen.

As a Customer Support Manager, you feel your blood pressure rising. You know every minute of downtime means frustrated customers and lost revenue.

Meanwhile, your IT Director is speed-walking to your office, already dreading the inevitable question: “Can’t we do better than this?”

We get it. We’ve been there too. That’s why Microsoft created Microsoft’s Dynamics 365 Voice Channel – not just as a product, but as a lifeline for businesses like yours. And we at Intech Systems are here to help you guide and save up your costs in this journey.

Now, we know what you’re thinking. “Another tech tool to learn? No thanks!” This isn’t just another gadget. Powered by Azure Communication Services, Microsoft’s Dynamics 365 Voice Channel is like having a super-smart assistant who’s always on, always helpful, and always knows what to do next. Intrigued? You should be.

A New Era of Customer Service

Microsoft’s Dynamics 365 Voice Channel is not just another tool in the customer service toolkit—it’s a complete revolution. Built from the ground up by Microsoft, this platform leverages the power of Azure Communication Services to deliver a scalable, reliable calling solution that can be deployed quickly and easily. For businesses struggling with complex, outdated systems, the Voice Channel offers a breath of fresh air, promising to reduce time to value and get you up and running in no time.

Who Benefits from the Voice Channel?

• Customer Service Managers: The Voice Channel integrates seamlessly with your existing CRM, providing a unified platform for all customer interactions.
• IT Departments: With Microsoft’s cloud-based solution, the headaches of maintaining on-premises hardware are a thing of the past. Enjoy the reliability and security of Azure while focusing on what matters most serving your customers.
• Agents: From AI-powered insights to easy-to-use interfaces, agents can focus on providing exceptional service rather than wrestling with technology.
• Customers: At the end of the day, it’s all about the customer experience. With faster response times, more personalized service, and multiple channels of communication, customers will feel heard and valued.

Features That Set the Voice Channel Apart

Microsoft has built, owned, and operated the voice channel completely. It’s an all-in-one customer service solution that reduces time to value by enabling quick and easy deployment of the voice channel for your business. Also, the voice channel is built on Microsoft Azure Communication Services with the scalability and reliability of the calling platform.

Automated Voice IVR: Automated IVR with some generic questions & Answers is available through Copilot Studio for Voice in the same platform.

Escalated call routed to backend Omnichannel: Below is a reference of Voice call received through Azure Communication Service hosted platform to CRM, it denotes channel name as “Voice” on top.

Fig 1: Agent receiving a call from a known customer, customer 360 is detected in the system.

Agent Assignment based on Skill, specialization, and availability: Agents are assigned to the ongoing calls based on skill sets, availability, etc. Agents will set their status if they are on break or not available.

Customer 360 Projected: Customer’s information based on its phone number is populated from CRM and the history of previously raised tickets is shown with status.

Fig 2: Agent will run through the script and can take Gen AI assistance to solve the ticket.

AI Call Insights: Call recordings, transcripts, and sentiments are captured and stored in CRM.

Call Consult and Transfer to Other Queues: Internally Agent can consult with another team member for any clarification, help, or approval. Or they can also route it to the right queue themselves.

Copilot Assistance: Copilot for Service is available in Enterprise and Premium licensing; Copilot can help agents fetch required information with the help of AI.

Knowledge Sharing Made Easy: Knowledge articles can be shared in one click on email to end customer; they can refer respective policy/collateral published for their reference. Copilot can even help you write appropriate customer emails with defined tones and messages.

Feedback Loop: Great service doesn’t end when the call does. Automated feedback forms help you keep your finger on the pulse of customer satisfaction, with responses added directly to the customer’s history.

In a nutshell- Trigger point for this whole process is calling the customer support toll-free number which an organization can procure with the help of Azure communication service, or they can port their own numbers on the platform too.

Simple Setup, Serious Savings: The Best of Both Worlds

Let’s talk setup. We promise it’s painless:

1. Choose your number: Either get a shiny new toll-free one through Azure Communication Services or bring your trusty existing numbers along.
2. Pick your license: As of July 2024, the Enterprise License comes with storage and free minutes for Enterprise License holders baked in. Need more? The Premium License offers an all-in-one solution – no add-ons required.

But here’s the real talk – we know you’re not just looking for a new tool. You need results. Here’s how Microsoft’s Voice Channel delivers:

1.Saving You Money:

• Optimize call routing efficiency, significantly reducing overtime expenses.
• Watch training time shrink as your team master’s the intuitive interface
• Say farewell to costly on-premises hardware nightmares.

2.Growing Your Revenue:

• Turn satisfied customers into loyal brand advocates
• Empower your team to upsell and cross-sell with AI-powered insights
• Resolve issues faster, freeing up your team to help even more customers

Fig 3: Licensing can typically look like above.

Empower Your Team, Delight Your Customers: Your Next Steps

At Intech, we understand that great customer service is more than just technology—it’s about people. That’s why Microsoft’s Dynamics 365 Voice Channel isn’t just a product—it’s a partnership. By choosing this platform, you’re not just upgrading your technology; you’re investing in a future where customer service is more efficient, more personal, and more effective than ever before.

Don’t let another call go by on an outdated system.

Schedule a Call with our team of experts standing by, ready to show you how the Microsoft Voice Channel can solve your business needs.

No pressure, just real talk about your challenges and how we can help. Crunch the numbers – See the potential savings for yourself.

Your team deserves tools that make their jobs easier. Your customers deserve service that makes them smile. You deserve a solution that delivers both. Let’s make it happen together.

About Intech

Intech Systems is a three-cloud Microsoft-certified partner that boasts deep expertise in providing digital transformation solutions for organizations by leveraging the Microsoft 365, Dynamics 365, and Azure solution stack. Intech is recognized as a top-tier Microsoft implementation partner globally and specializes in transformative technology solutions such as ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), Business Process Automation, Business Intelligence, Cloud Infrastructure, Data Management, Productivity & Collaboration and Generative AI (Gen-AI) solutions. As a trusted Microsoft Solutions Partner, we are capable of doing complex technology implementations catered to an organization’s specific needs & also rapid solution implementation such as our Microsoft Dynamics 365 Business Central implementation packages. We pair our implementations with end-to-end customer support, offshore development & 3rd party integrations. With offices in India, USA (United States of America), and Singapore, we work with clients across globe to empower businesses with cutting-edge technology solutions. Our latest services aim at delivering business ready AI solutions to the customer, like our  Microsoft Copilot Consulting Services & Solutions for small, medium & large enterprises. Intech’s expertise lies in building software solutions for Manufacturing, Professional Services & Healthcare.  Our Dealer Management System, Sales and Service CRM for Manufacturing, Field Force Automation for Pharmaceuticals and Manufacturing Central are some of our leading industry solutions. Intech’s vision is to catalyze digital futures for operation-centric industries globally, we are at the forefront of innovation, helping organizations drive growth and innovation like never before. Contact Us to learn more.