Less Transfers, More Answers: The IVR Containment for Dynamics 365 CS & D365 CC – Voice Channel
Session Overview: Customers expect fast, accurate answers—without being bounced between agents. This session explores how organizations can significantly improve IVR containment in the voice channel using Dynamics 365 Customer Service and Dynamics 365 Contact Center. Attendees will learn how to design intelligent, conversational IVR experiences that resolve common inquiries upfront while seamlessly routing complex issues to the right agent when needed.
We’ll walk through practical strategies for reducing call transfers and handle time by leveraging Copilot-powered conversational IVR, Dataverse-driven personalization, and real-time intent recognition. The session will also cover how to balance automation with customer experience, integrate backend systems for true self-service resolution, and measure containment success using native analytics.
Whether you’re modernizing a legacy IVR or optimizing an existing Dynamics 365 voice deployment, this session provides actionable guidance to help you deliver more answers, fewer transfers, and better customer outcomes.
Learning Objectives:
- Understand how to design high‑containment IVR experiences
- Learn how to use intent recognition, customer context, and Dataverse data
- Identify best practices and metrics for measuring IVR containment success
Speakers: Beth Burrell, Darell Sweet
Recorded at: Community Summit NA 2026
Type: Education Session
Ability Level: 301 – Advanced
Primary Product: Dynamics 365 CE (CRM)
Tracks: Customer Service
Terms: All rights reserved by the speaker, Community Summit NA, and Dynamic Communities and cannot be reproduced or distributed without express written consent by the speaker and Dynamic Communities.
