Ctelo Voice for Microsoft Dynamics

Ctelo Voice for Microsoft Dynamics is a cloud-native telephony integration that transforms Dynamics 365 into a fully connected voice-enabled CRM. Designed for high-volume PSTN users, contact centers, this solution enables agents to make and receive external calls directly within their CRM sales solution.

Whether you're a customer service team looking to streamline workflows or seeking to implement a complete CRM + telephony solution, Ctelo Voice ensures a unified, secure, and future-ready communications experience. All telephony activity available for AI/copilot projects With real-time AI features, native Microsoft 365 integration, and a operational support model and future needs, Ctelo Voice is your trusted Microsoft Telephony quality assurance partner.

Key Benefits

🔹 All-in-One Telephony: One solution for PSTN, Direct Routing and Microsoft Teams Phone — fully integrated with Dynamics 365.

🔹 Native CRM Integration: Make and receive calls directly in Dynamics 365 with full call logging, screen pop, and customer context.

🔹 AI-Enhanced Service: Real-time transcription, sentiment analysis, and smart suggestions to boost agent productivity and customer satisfaction.

🔹 Partner-Driven Delivery: Delivered through your trusted Microsoft Partner — we support them, so they can support you.

🔹 Quality-Assured Support: Our Microsoft Telephony experts provide embedded 2nd/3rd line support, ensuring fast resolution and peace of mind.

🔹 Flexible & Scalable: Use your existing phone numbers and carriers, or switch with ease — we support your telecom strategy, not lock you into ours.

🔹 Global Reach: Available in 140+ countries ready to add another, with compliance to local telecom regulations and enterprise-grade security via Microsoft Azure.

With Ctelo Voice, telephony becomes a natural part of your Microsoft 365 digital workplace — and your Microsoft Partner remains at the centre of your success. Click “Get It Now” to activate your hotline to Microsoft Telephony expertise. Invoicing begins only when your agreed
services are available and your expectations are met.

Required Microsoft Licenses for Ctelo Voice in a Dynamics 365 Environment:

Dynamics 365 Contact Center (Voice) – for full Dynamics integration:

Dynamics 365 Customer Service Enterprise – Base license for Customer Service (case management, omnichannel framework). Required for any agent using the Dynamics 365 voice channel.

Dynamics 365 Voice Channel Add-On (also known as the Dynamics 365 Contact Center Voice license) – Enables the integrated telephony/voice channel in Dynamics 365 Customer Service (inbound & outbound PSTN calling, call transcription, voice routing). This add-on is assigned per user on top of the base license (unless using a bundled Customer Service Premium license which already includes voice).
Example: A contact center agent who takes calls inside Dynamics needs Customer Service Enterprise plus the Voice Channel license (or the combined Customer Service Premium license which includes both). This gives them the full embedded telephony experience in Dynamics 365.

 Microsoft Teams Phone – for PSTN calling via Direct Routing:

Microsoft Teams (in Microsoft 365) – Each user must have a Microsoft 365 or Office 365 license that includes Teams (e.g. Office 365 E3/E1, Microsoft 365 Business, or higher). In practice, most Dynamics users will already have a productivity suite license, which provides the Teams client and core collaboration features.

Microsoft Teams Phone Standard (Phone System) – This license enables cloud PBX capabilities for a user (dial pad, call transfer, voicemail, etc. in Teams). It is required for any user who needs their own PSTN number in Teams. Users with Microsoft 365 E5 or A5 already have Teams Phone included and do not need a separate add-on. Users on E3, Business Standard, etc., must have the Teams Phone Standard license added.
Example: If an agent has Office 365 E3, you must assign a Teams Phone Standard license so they can be enabled for Direct Routing. If the agent has M365 E5 (which includes Phone System), no extra Phone license is needed for that user.

Fixed Onboarding Fee
Onboarding is done at a fixed fee of EUR 695 per Tenant location. Invoicing of the onboarding fee and any additional consulting is handled directly by the executing party.

Get started
Click the blue Get It Now button above to order Ctelo Voice for Dynamics licenses for your phone users and fill in the required information to get started.