Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice
Dynamics 365 Contact Center now supports custom neural voices for IVR and self-service channels, allowing organizations to create branded synthetic voices for AI agents and telephony. This requires upfront setup including obtaining voice talent consent and Microsoft Responsible AI approval.
Microsoft's description
Secure a voice talent that will represent the voice of your brand. After obtaining explicit consent , gaining Limited Access approval through Microsoft's Responsible AI practices, and building a custom voice model , it's time to integrate with Dynamics 365 Contact Center. In the Copilot Service admin center, create a connection between Dynamics 365 and Azure. Navigate to Channels > Custom AI Voices > Connect custom voice . 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. Business Value: 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. Enabled for: Enabled by admins/makers/marketers for end users