Microsoft D365 Customer Service Call Intelligence Minute Add
Microsoft Dynamics 365 Customer Service Call Intelligence provides minute-based add-ons to unlock advanced call analytics for your support operations.
- Enhanced Call Insights: Gain deeper understanding of customer interactions through AI-powered analysis of call data.
- Improved Agent Performance: Identify coaching opportunities and best practices by analyzing call recordings and sentiment.
- Scalable Capacity: Add call intelligence minutes on a monthly commitment basis to match your support volume needs.
- Data-Driven Decisions: Utilize actionable insights to optimize customer service strategies and improve satisfaction.
Product Overview
Product Overview
This offering provides additional minutes for Microsoft Dynamics 365 Customer Service Call Intelligence, a feature that uses AI to analyze customer service calls. It enables businesses to gain insights into call content, sentiment, and agent performance, helping to improve customer experience and operational efficiency.
IT Managers and Business Owners in SMB and mid-market companies utilize this add-on to enhance their existing Dynamics 365 Customer Service deployment. It integrates directly into their CRM environment, providing advanced analytics without requiring separate systems.
- AI-Powered Call Analysis: Automatically transcribe and analyze call content for keywords, sentiment, and compliance.
- Agent Performance Monitoring: Evaluate agent interactions, identify areas for improvement, and ensure quality standards.
- Customer Experience Insights: Understand customer needs and pain points directly from their conversations.
- Monthly Commitment Flexibility: Add minutes as needed with a flexible monthly subscription model.
- Seamless Integration: Works directly within the Dynamics 365 Customer Service platform.
Empower your customer service team with intelligent call insights to drive better outcomes and customer loyalty.
What This Enables
Unlock Deeper Call Insights
Enable teams to automatically transcribe and analyze customer service calls for key topics, sentiment, and trends. Streamline the process of identifying customer needs and agent performance metrics.
cloud-based CRM, on-premises CRM, hybrid CRM deployments, customer support operations
Improve Agent Coaching and Quality
Automate the evaluation of agent interactions by analyzing call recordings for adherence to scripts, tone, and resolution effectiveness. Facilitate targeted coaching to enhance agent skills and customer handling.
contact center environments, remote support teams, multi-channel support, quality assurance programs
Enhance Customer Experience
Gain a better understanding of customer pain points and satisfaction drivers directly from call conversations. Use these insights to refine service processes and product offerings.
customer-facing roles, service delivery management, customer success initiatives, feedback loops
Key Features
AI-powered call transcription
Converts spoken conversations into searchable text, enabling detailed analysis of call content.
Sentiment analysis
Identifies the emotional tone of customer interactions, helping to gauge satisfaction and identify areas of concern.
Keyword and topic extraction
Automatically identifies key themes and subjects discussed during calls, providing insights into customer needs and product feedback.
Agent performance metrics
Provides data on agent adherence, talk time, and interaction quality to support coaching and development.
Monthly minute-based add-on
Offers flexible scaling of intelligence capabilities to match fluctuating support volumes and budget requirements.
Industry Applications
Finance & Insurance
Financial services and insurance companies must adhere to strict compliance regulations and require detailed analysis of customer interactions for fraud detection and service quality assurance.
Healthcare & Life Sciences
Healthcare providers need to ensure patient privacy and compliance with regulations like HIPAA, while also analyzing patient interactions to improve care and service delivery.
Retail & Hospitality
Retail and hospitality businesses can use call intelligence to understand customer feedback, identify service trends, and improve customer satisfaction to drive repeat business.
Legal & Professional Services
Law firms and professional service providers can analyze client communications to ensure accurate record-keeping, adherence to client agreements, and identify opportunities for service enhancement.
Frequently Asked Questions
What is Microsoft NCE?
NCE stands for New Commerce Experience, which is Microsoft's updated platform for managing cloud subscriptions. It introduces new terms, billing options, and licensing models for Microsoft cloud products.
What does 'Call Intelligence Minute Add' mean?
This refers to purchasing additional minutes of AI-powered call analysis for Microsoft Dynamics 365 Customer Service. These minutes are consumed as calls are processed and analyzed by the intelligence features.
How is this licensed?
This is a subscription-based license with a monthly commitment. You purchase a specific number of minutes per month to enable the Call Intelligence features for your customer service operations.
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.