You don’t need to be a voice networking whiz to enable BYOC connectivity for your contact center. Read on to find out how to do it the easy way with AudioCodes.
One of the key announcements made at Microsoft’s recent Inspire event was the launch of the Microsoft Digital Contact Center Platform. Bringing together Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform and Nuance, the new platform “brings together a comprehensive yet flexible solution for contact centers, delivering best-in-class AI that powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities.”
Coming in the wake of previous announcements relating to Dynamics 365’s expanding contact center capabilities, Microsoft’s latest news makes its intentions to disrupt the global contact center market very clear.
Dynamics 365 is central to the new Digital Contact Center Platform. Microsoft’s well-known CRM platform has been offering contact center capabilities (Dynamics 365 Customer Service) for some time, and more recently has included omnichannel connectivity to enable companies to interact with their customers via email, chat, messaging and voice.
Dynamics 365 Customer Service voice channel allows incoming and outgoing calling between contact center agents and customers with phone numbers provided by Microsoft. If your organization is not in the USA, or if you want to connect to a carrier of your choice, Microsoft provides an alternative solution – Direct Routing via Azure Communication Services (ACS).
Direct Routing provides a great deal of flexibility, but it requires the deployment of a certified session border controller (SBC) to enable the connection between Dynamics 365 and the public telephony network (PSTN) or other voice platform. This can pose a challenge for Dynamics 365 customers and resellers whose expertise focuses on the Dynamics 365 service and its core capabilities. For outsiders, voice connectivity is viewed as something of a mystery, a field that few understand really well. Setting up and maintaining voice networks and connecting between them is a very specialized field and requires specific know-how and expertise.
And here’s how AudioCodes can help. Thanks to our VoiceAI Connect Cloud SaaS solution, anyone can connect their Dynamics 365 contact center to the carrier of their choice in just a few clicks – with no need for in-depth voice networking experience or knowledge. Using our intuitive setup wizard, your contact center agents can start receiving and making calls within a matter of minutes, opening up a new and critical engagement channel with your customers.
VoiceAI Connect Cloud enables organizations to adopt a Bring Your Own Carrier (BYOC) approach to their Dynamics 365 voice channel. This means that you can continue using your contact center’s existing phone numbers, keep current carrier contracts and migrate smoothly from legacy contact center solutions. And under the hood, the service is powered by AudioCodes’ highly scalable and reliable Microsoft-certified SBCs.
All in all, if you want to enable BYOC voice in Dynamics 365 quickly and easily, VoiceAI Connect Cloud is the perfect way to do it. So why not give it a try? Your customers will be glad that you did.