Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice Beta
Data as of 1 hour ago (26 October 2026)
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
Change history
Added to the roadmap 23 October 2026. Tracked here since 24 October 2026. Earliest target we recorded: November 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 24 October 2026. Changes appear here as Microsoft updates the feed.