Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice
<p>Secure a voice talent that will represent the voice of your brand. After <a href="https://learn.microsoft.com/en-us/azure/ai-foundry/responsible-ai/speech-service/text-to-speech/disclosure-voice-talent">obtaining explicit consent</a>, gaining <a href="https://learn.microsoft.com/en-us/azure/ai-foundry/responsible-ai/speech-service/text-to-speech/limited-access">Limited Access</a> approval through Microsoft's Responsible AI practices, and <a href="https://learn.microsoft.com/en-us/azure/ai-services/speech-service/custom-neural-voice">building a custom voice model</a>, it's time to integrate with Dynamics 365 Contact Center.</p> <p>In the Copilot Service admin center, create a connection between Dynamics 365 and Azure. Navigate to <strong>Channels</strong> > <strong>Custom AI Voices</strong> > <strong>Connect custom voice</strong>. You'll be prompted through a series of cascading dropdown boxes to select the speech resource and custom voice model to connect with. After the connection is established, you can create a voice channel for self-service and use the custom voice, like any portfolio voice.</p> <p>Business Value:</p> <p>Brand identity extends beyond visuals like logo, color, and typography, into voice. Custom neural voice enables enterprises to create a distinctive, natural sounding synthetic voice for contact centers. By training on approved human speech samples, organizations can deliver a natural sounding, one‑of‑a‑kind brand voice that preserves brand continuity, strengthens customer recognition, and elevates voice‑based experiences across AI‑powered agents and telephony interactions.</p> <p>Enabled for:</p> <p>Enabled by admins/makers/marketers for end users</p>
Affected: Dynamics 365 Contact Center