Microsoft 365 Message Center item MC1448669

MC1448669 - Dynamics 365 Contact Center - Equip voice agents with custom voice

Message Center ID

MC1448669

Category

stay Informed

Severity

normal

Services

Dynamics 365 Apps

Tags

New feature

Published

2026-08-06

Last updated

2026-08-06

Expires

2026-09-06

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 these prerequisites are not completed, the feature will not be available for use. If you would like more information on this feature, please visit Equip voice agents with custom voice.