MWPRO IMPACT SCORE
OPERATIONAL IMPACT
62
0
25
50
75
100
HIGH IMPACT • REVIEW RECOMMENDED
Recommended Action:
Review the update and plan any required actions before rollout.
Review the update and plan any required actions before rollout.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Microsoft 365 AdminsPower Platform AdminsIT ManagersService OwnersDevelopers
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This feature adds integration between Dynamics 365 Contact Center and Azure AI Speech for custom voice, requiring admins to secure AI Limited Access approval, capture voice samples, build a voice model and configure connections in the admin centre. These steps involve moderate to high configuration and planning. End users will notice voices in self-service channels but experience change is moderate. Urgency is medium as the capability is optional and in preview, but preparation is needed for organisations interested in using it.
72
Admin Impact
46
User Impact
55
Urgency
70
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center will allow voice agents to use custom voices. Requires Azure setup and responsible AI approval before use.
END USERS
Users may notice self-service voice channels using a custom voice if configured.
IT ADMINS
Prepare by configuring Azure custom voice, obtaining consents, and connecting it in the Copilot Service admin center.
ROLLOUT TIMELINE
Upcoming:
21 August 2026
21 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Equip voice agents with custom voice
Message ID: MC1448669
We are announcing the ability to equip voice agents with custom voice in Dynamics 365 Contact Center. This feature will be available in public preview on August 21, 2026.
How does this affect me?
Users will be able to connect an approved Azure custom neural voice to Dynamics 365 Contact Center and use it for self-service voice channels. Connected custom voices can be selected in the same way as other available voice options.
What action do I need to take?
To use this feature, users will need to:
- Obtain explicit consent from the voice talent.
- Follow the instructions in Recording voice samples for custom voice to prepare data.
- Receive Microsoft Responsible AI Limited Access approval for Custom Neural Voice.
- Create and deploy a custom voice model in Azure AI Speech.
- Configure a connection between Dynamics 365 Contact Center and Azure in the Copilot Service admin center by navigating to Channels > Custom AI Voices > Connect custom voice and selecting the appropriate Speech resource and custom voice model.
If you would like more information on this feature, please visit Equip voice agents with custom voice.
Source: Microsoft Message Center • Analysed by MWPro
