Dynamics 365 Contact Center – Audio Files in IVR

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio clips into your IVR, in this post I will look at how and why.

Within an IVR we can use Speech Synthesis Markup Language (SSML) to control how Copilot Studio says certain phrases. For example, we can control the accent used by the BOT, add…

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Dynamics 365 Contact Center – Audio Files in IVR

Within Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service) we create an IVR using Copilot Studio. It is possible to add audio clips into your IVR, in this post I will look at how and why.

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