Enable your customer service representatives to communicate with customers on the phone to resolve issues using the Ctelo Voice Channel for Dynamics 365 Customer Service. While many customers increasingly use chat, SMS messages, and social media to engage and request support from organizations, phone calls continue to be an important communication channel. With the voice channel, Omnichannel for Dynamics 365 Customer 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. Omnichannel for Dynamics 365 Customer Service also provides a rich set of analytics and insights, including AI-driven topic clustering and call insights.

Typically, customer service organizations 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.

Ctelo Voice Channel is a part of the Ctelo Voice offering and makes it possible to use the existing company telecom contract and phone numbers in both Microsoft Teams and Microsoft Dynamics 365.

The setup cost for Ctelo Voice Channel is USD395, and will be invoiced separately.

Key capabilities of the voice channel

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

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

Ctelo Voice Channel for Microsoft Dynamics 365CTELO

Ctelo Voice Channel for Microsoft Dynamics 365

CTELO

Ctelo Voice Channel for Microsoft Dynamics 365

CTELO

Ctelo Voice Channel for Microsoft Dynamics 365
CTELO