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.

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 for Microsoft Dynamics

by CTELO