Dynamics 365 Customer Service voice channel introduced, Project Operations going GA

At this year's Inspire conference in July, Microsoft unveiled a new Dynamics 365 Customer Voice service, while also making Connected Store available in preview and updating Fraud Protection. Earlier this year, the Redmond firm released the 2020 release wave 2 timeline for Dynamics 365 and Power Platform.

Kicking off the digital Ignite 2020 event today, Microsoft has highlighted a bunch of enhancements to its enterprise resource planning platform.

For starters, a new first-party voice channel for Dynamics 365 Customer Service is now available in private preview. Built on Azure Communication Services, the voice channel works as a single solution that streamlines contact center operations to provide an end-to-end customer service experience. It curtails problems that are caused as a result of custom-built integrations, and offers real-time agent suggestions and sentiment analysis. Voice channel data natively requires no data manipulation or reformatting, since it is built upon Microsoft's Common Data Model.

Moving on, two new add-ins for Supply Chain Management have been added; namely, Cloud and Edge Scale Unit and Inventory Visibility. The former enables critical manufacturing and warehousing processes to run indefinitely, regardless of whether or not they are connected to the cloud. The latter allows customers to perform inventory management in real time. Termed as "hyper-scalable", this capability can also be utilized with third-party systems. Both add-ins will be arriving through public previews next month.

And finally, Dynamics 365 Project Operations is becoming generally available next month. Dubbed a "unified solution created to run services businesses, from prospects to payments", the new service helps organizations integrate various teams - from sales to project management and accounting - around actionable data. Other Dynamics 365 applications and custom applications built with Power Apps can also be added through the solution, and connected with Microsoft 365 services, Teams, and SharePoint.

Aside from the aforementioned Dynamics 365 updates, a bunch more will also be introduced from October 2020 through March 2021. More details regarding these will be revealed at the Business Applications Launch Event in the first week of October.

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