Bring Your Brand’s Voice to AI: Custom Neural Voices Arrive in Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center is introducing Custom Neural Voices, a new capability that allows organisations to create branded, natural-sounding AI voices for customer interactions. The feature enables businesses to move beyond generic text-to-speech by training AI voices that reflect their brand identity while powering virtual agents and automated voice experiences. The update aims to deliver more personalised and human-like conversations across AI-driven contact centre scenarios.

Here’s a quick look at what it offers:

• What is Custom Voice?

  Custom Voice, also known as Custom Neural Voice, lets organisations like yours to move beyond generic text-to-speech. Instead, you can create voice experiences that reflect your brand’s tone, personality, and values—while still benefiting from the scale and intelligence of AI-powered contact centres.

• Why does it matter?

  Voice is still one of the most trusted and emotionally rich ways to engage with customers. Whether it’s resolving an issue, providing updates, or guiding someone through a self-service process, how your system sounds can shape the entire customer experience.

• What can you expect?

  With 50 voice samples available, you can choose styles that fit your brand—whether that’s calm and supportive, confident and professional, or warm and conversational. This helps ensure voice interactions feel more natural and consistent.

• What are the benefits?

  Custom Neural Voice helps you deliver voice interactions that sound more natural and expressive while staying consistent with your brand identity. It also supports inclusivity across languages and accents while scaling easily for high-volume customer scenarios.

• Where can you use it?

  Custom Neural Voice can power experiences across virtual agents, self-service workflows, and intelligent IVR systems, helping create more natural AI-driven conversations with customers.

Want to get answers to your inquiries with the help of AI over the phone? Discover Power Assist Voice and contact us today.