Dynamics 365 Contact Center – Set a custom voice for voice agents [MC1231135]

Message ID: MC1231135
We are announcing the ability to set a custom voice for voice agents in Dynamics 365 Contact Center. This feature will reach general availability on February 27, 2026.

How does this affect me?
With this feature, you can set a custom voice for your voice agents. After gaining approval through Microsoft’s Responsible AI practices and building a custom voice model, you can then integrate with Dynamics 365 Contact Center.

Navigate to Channels > Custom AI Voices > + Connect Custom Voice.

You will be prompted through a series of cascading drop-down boxes to select the speech resource and custom voice model to connect. Once connected, you can create a voice channel for self-service and use the custom voice.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

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