Conversation Intelligence, Teams, and Dynamics 365 (insert stuff here) #snippitseries
Dynamics as a whole has always been a pretty well-founded CRM system over the years, taking my days back to when I entered IT (yes, nearly 20 years ago) Dynamics, as were other ‘collaborative’ platforms such as Sharepoint, were relatively new, everything was on-prem and it was a different time, servers everywhere.
I also remember how long it took for companies and clients to adopt these new solutions, fileservers were the main rule and you would end up having multiple copies of the same file appearing between teams locally, COPY1, COPY of COPY1 2, JANETS COPY – DO NOT EDIT – you get the idea.
I’ve decided to start to blog about interesting topics under a #snippits hashtag and new features that are coming inside of the tech that’s landing around in recent times, it’s great for a knowledge base overall but also any use cases where this may come in handy.
Generally, my architecture background is Unified Comms, and Contact Centres are my forte, but I occasionally come across some really cool ‘stuff’ that can be used alongside my world of tech.
Dynamics 365 – Teams Integration
I’ve gone on about it a few times in some other posts recently, one of the key factors to many productivity requirements in any client I have discussions with, giving the end user or agent a very minimalistic workspace for them to be inside of, basically a single pane of glass that we can sit in without having to go around the houses to find what we need.
Dynamics 365, whatever part of the product you are looking to dive into (hence my title of the post) has really upped its game by bringing the widely used Teams client into the same windows/area/pane as the CRM system itself, what this does is contain the user/agent into a single place for communication and record management, powerful stuff.
What this means, is not only can we access chats and a few extras, but it also brings in the ability to expand the client’s features in times to come, it gives Microsoft scope to expand based on feedback from users and partners alike.
Dynamics 365 – Conversation Intelligence
Expanding on the above with the basics in place, Conversation intelligence is becoming more popular for analytical requirements inside of a company’s data gathering, I wanted to pull out a couple of snippets being close to this recently which I think will allow the data to be used productively.
Conversation intelligence, in essence, is a feature currently only inside of Dynamics 365 Sales (fingers crossed it expands), it uses AI and NLP to transcribe and analyze calls flowing through it for insight later on, not only does this allow recording of the data in real-time but having extras such as sentiment and keyword recognition, this will give business units the ability to make adjustments down to their agents or process overall.
Primarily, with this being in Sales, it’s perfect for the environment, picking out competitor’s keywords on a call can help the sales individuals adjust to the call on the fly, reflect on the sale, and make adjustments in real-time – long-term term this will give better sales strategy and the thing we all want, higher revenue.
This has been around since 2019 but the popularity of the addon is starting to come into the mainstream with the drive around Microsoft and its contact center move in general, albeit, like above, this sits in Dynamics 365 Sales but it’s a great feature I would love to see come into the wider products in time – fingers crossed.
Insights into the calls as above will give productivity boosts around call generation times, conversion, and keyword standouts – this gives targeted sales areas as well to focus on.
Keyword tracking is one of my personal favorites that stood out for me, being able to see the transcription highlight words during a call is a huge sales swing, swaying the sales process around faster or giving a comparison to adjust with.
The last one to touch on is the call sentiment, the C-AI can detect how the call is going from a feeling perspective, it’s a very basic traffic light system with the tone of metadata that is presented, but can instantly give another string to the bow and allow adjustment of the sales process throughout.
It’s another exciting feature for something that’s been around for a while, to come into the mainstream moves we’re seeing happening at the moment.
When I come over more, I’ll get typing!
Ben