Microsoft D365 Customer Service Call Intelligence Minute Add
Boost your customer service operations with Microsoft Dynamics 365 Customer Service Call Intelligence, adding essential minutes for advanced call analysis and insights.
- Enhanced Call Analysis: Gain deeper insights into customer interactions through advanced AI-driven call intelligence.
- Improved Agent Performance: Utilize data-driven feedback to coach agents and elevate customer service quality.
- Scalable Capacity: Add minutes as needed to accommodate fluctuating call volumes and analysis requirements.
- Compliance and Quality Assurance: Strengthen adherence to standards and ensure consistent service delivery.
Product Overview
Product Overview
This offering provides additional minutes for Microsoft Dynamics 365 Customer Service Call Intelligence, a powerful AI-driven solution designed to analyze customer service calls. It unlocks capabilities for sentiment analysis, topic extraction, and agent performance evaluation, helping businesses understand and improve their customer interactions.
Ideal for IT Managers and IT Professionals in SMB and mid-market companies, this license add-on integrates directly into their existing Dynamics 365 Customer Service environment. It supports businesses that rely on detailed call data for quality assurance, training, and operational efficiency within their customer support functions.
- AI-Powered Call Analysis: Automatically transcribe and analyze call content for key insights.
- Sentiment and Emotion Detection: Understand customer feelings and identify areas for improvement.
- Topic and Trend Identification: Discover common issues and emerging customer needs.
- Agent Performance Metrics: Track key performance indicators for individual agents and teams.
- Actionable Insights: Generate reports and dashboards to drive targeted coaching and process enhancements.
Empower your customer service team with intelligent call analytics to drive better outcomes and customer satisfaction.
What This Enables
Enable AI-driven Customer Call Analysis
Enable teams to automatically transcribe and analyze customer service calls using AI. Gain insights into sentiment, topics, and agent performance to improve overall customer satisfaction.
cloud-based CRM, customer support platforms, unified communications integration, business process automation
Streamline Agent Performance Coaching
Streamline the process of identifying coaching opportunities for customer service agents. Utilize call analytics to pinpoint areas where agents excel and where further training is needed.
team collaboration tools, performance management systems, CRM integration, workforce optimization
Automate Quality Assurance Processes
Automate aspects of customer service quality assurance by leveraging AI to flag calls for review based on specific criteria. Ensure compliance and identify best practices across the support team.
compliance monitoring, customer feedback loops, operational efficiency tools, data analytics platforms
Key Features
AI-powered call transcription
Automatically converts spoken conversations into text for easier analysis and record-keeping.
Sentiment analysis
Identifies the emotional tone of customer interactions to gauge satisfaction and potential issues.
Topic extraction
Automatically categorizes calls by subject matter, revealing common customer concerns and interests.
Agent performance scoring
Provides objective metrics on agent interactions, enabling targeted coaching and development.
Customizable dashboards
Visualizes key call intelligence data, allowing for quick understanding of trends and performance.
Industry Applications
Finance & Insurance
Essential for monitoring compliance with financial regulations, analyzing customer sentiment during sensitive transactions, and ensuring consistent service quality in a highly regulated environment.
Healthcare & Life Sciences
Crucial for understanding patient concerns, ensuring HIPAA compliance in patient interactions, and improving the quality of care through better communication analysis.
Retail & Hospitality
Enables businesses to analyze customer feedback from service calls, identify trends in product or service issues, and improve customer experience to drive loyalty and sales.
Legal & Professional Services
Supports the need for detailed record-keeping and analysis of client communications, ensuring accuracy, identifying client needs, and maintaining professional standards.
Frequently Asked Questions
What is Microsoft NCE D365 Customer Service Call Intelligence Minute Add?
This is a subscription add-on for Microsoft Dynamics 365 Customer Service that provides additional metered minutes for AI-powered call analysis features. It allows businesses to gain deeper insights from their customer service calls.
How does Call Intelligence work?
Call Intelligence uses AI to transcribe calls, analyze sentiment, identify topics, and evaluate agent performance. These insights help businesses improve customer service quality and operational efficiency.
What is the billing model for this add-on?
This is a subscription with a 1-year commitment, paid monthly. The minutes are consumed as calls are analyzed.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.