Dynamics 365 Contact Center – Use voice biometrics to authenticate for increased security

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.