Summary
- Dynamics 365 Contact Center is adding voice biometrics for caller authentication, including voice enrollment and verification.
- The feature integrates with Copilot Studio voice agents and supports both human-to-AI and human-to-human call flows.
- Administrators can enable and configure the feature in Customer Service admin center for the organization.
- The solution includes optional OTP and knowledge-based challenges, fraud case management, and reporting tools to support stronger authentication and auditing.
- Microsoft states this is an awareness message and no action is required.
Microsoft 365 Message Center ID: MC1453623
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 15 Sept 2026
Release End: 15 Sept 2026
Last Modified: August 12, 2026
Published: 8/12/2026
Severity: Normal
Category: Stay informed
Tags: New feature, Highlighted
Status: Launched
Services: D365 Apps, Dynamics, Power Platform
Products & Platforms: Dynamics 365 Apps
History
8/12/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to authenticate using voice biometrics in Dynamics 365 Contact Center. This feature will reach general availability on September 15, 2026.
How does this affect me?
This feature allows your end users to securely authenticate into your call center using voice biometrics, reducing fraud and agent operating costs. It includes the following capabilities:
- Native integration into the Dynamics 365 Contact Center and Copilot Studio voice agent platform, allowing voice enrolment and verification in both human to AI agent and human to human contexts.
- Enable secure self-service transactions with voice biometrics, optional one-time passwords and knowledge-based challenges for a multi-factored authentication strategy.
- Pre-authenticate callers before reaching a service representative, reducing call times and improving customer experience.
- Centralize, standardize and automate caller authentication processes. A single tool to define, measure and audit customer authentication.
The feature will be enabled and configured from Customer Service admin center for the entire organization. Once enabled, fraud analyst tools can access tools in a D365 app and agent skills will be made available to Copilot Studio bot authors.
The agent will be delivered to customers with functional, customizable call flows that include voice enrollment, verification, and SMS OTP features. Fraud case management, prebuilt performance dashboards are available, allowing detailed interaction observability, auditing, and business reports.
What action do I need to take?
This message is for awareness, and no action is required.