Voice can be used to automate customer conversations beyond the realms of a chat widget. This is achieved by using interactions by phone or video call and handover to agents with transcriptions when necessary. This session will take a deep demo-driven dive into how voice can be leveraged in Dynamics 365 Customer Service Omnichannel, using either Copilot Voice Conversation or Third Party Solutions. We will look into call transcription and resume and explore each option's key features, benefits and gotchas, with examples of which solution to use and when with voice for Dynamics 365 Customer Service.