With the Ctelo Voice Advanced license customer service representatives can communicate with customers on the phone to resolve issues in Dynamics 365 Customer Service. Requires Microsoft Dynamics Contact Center licensing.

While many customers increasingly use chat, SMS messages, and social media to engage and request support from organisations, phone calls continue to be an important communication channel. The Dynamics 365 Call Center Service provides agents with the ability to receive and make public switched telephone network (PSTN) calls through a native calling experience in Dynamics 365, with real-time AI-powered features such as live call transcription, sentiment analysis, and AI-based suggestions to boost agent productivity. Dynamics 365 Contact Center also provides a rich set of analytics and insights, including AI-driven topic clustering and call insights.

Typically, customer service organisations must manually integrate standalone telephony and customer relationship management (CRM) solutions, which results in fragmented experiences for agents and customers across engagement channels. Ultimately, these stitched-together solutions from multiple providers are not only complex to roll out and maintain but create data silos with disconnected insights into customer interactions and agent performance across channels.

Being connected to the Ctelo Voice cloud service makes it possible to use existing company phone numbers for both Microsoft Teams and Microsoft Dynamics 365.

The Ctelo Voice setup cost is USD695, and will be invoiced separately.

Key capabilities of Microsoft Dynamics Contact Center

Take a look at some of the key capabilities that make the voice channel great for IT administrators, supervisors, agents, and customers.

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Agent

• Call controls: Mute, Hold, End

• Music on hold

• Music on wait

• Integrated customer and case history lookup

• Notes and knowledge search

• Mark a number as spam

• Dial the emergency number during a crisis

• Receive calls from emergency responders over a dedicated callback number
  
  

Calling and routing

• Ability to handle and distribute incoming calls, automatic call distribution (routing)

• Ability to make outbound calls

• Transfer to an external phone number

• Phone number provisioning and management

• Skills-based assignment
  
  

AI

• Call insights

• Real-time sentiment analysis

• Real-time transcription and recording

• Real-time translation of call transcripts

• Real-time smart assist suggestions

• No-code Virtual Agent as IVR
  
  

Supervisor

• Consulting and transferring

• Monitoring and barging

• Ability to record and manage phone calls

• Operations management through supervisor dashboards
  
  

Customer

• Post-call survey

• Queue position and wait time announcements

• Music on hold and wait