With the General Availability of the first-party voice channel for Microsoft Dynamics 365 Customer Service, built on the same planet-scale platform as Microsoft Teams, organizations can leverage a consistent, 360-degree view of the customer across all channels to deliver an exceptional level of Customer Service.
In addition, an intelligent, conversational Power Virtual Agent can be used as an IVR for self-service capabilities and in order to acquire the information needed for AI-based routing to the most relevant agent.
Come to discover how AI at each step of the call, Unified insights across all customer interactions, and much more, integrate with the telephony world (including Microsoft Teams) through Microsoft-as-a-Carrier or ACS Direct Routing.