Microsoft D365 Customer Service Call Intelligence Minutes Add-On
Unlock advanced AI-driven insights for your customer service calls with Microsoft Dynamics 365 Customer Service Call Intelligence Minutes, providing essential analytics for improved agent performance and customer satisfaction.
- AI-Powered Insights: Gain automated analysis of customer calls to identify trends, sentiment, and key topics.
- Agent Performance: Provide agents with real-time feedback and post-call summaries to enhance coaching and training.
- Customer Experience: Understand customer needs better through call data to personalize interactions and resolve issues faster.
- Operational Efficiency: Streamline call handling and identify areas for process improvement with data-driven intelligence.
Product Overview
Product Overview
This Microsoft Dynamics 365 Customer Service Call Intelligence Minutes Add-On provides essential capacity for leveraging artificial intelligence to analyze customer interactions. It enables automated transcription, sentiment analysis, and topic extraction from voice calls, transforming raw conversation data into actionable business intelligence.
Designed for businesses that use Dynamics 365 Customer Service, this add-on is ideal for IT Managers and IT Professionals seeking to enhance their support operations. It integrates directly into the existing Dynamics 365 environment, providing a unified platform for managing customer relationships and analyzing service interactions.
- Automated Call Transcription: Converts voice calls into text for easier analysis and record-keeping.
- Sentiment Analysis: Identifies the emotional tone of customer interactions to gauge satisfaction levels.
- Topic Extraction: Automatically categorizes calls based on keywords and themes discussed.
- AI-driven Insights: Provides actionable intelligence to improve agent performance and customer satisfaction.
- Scalable Capacity: Offers minutes for call analysis, allowing businesses to scale their intelligence capabilities as needed.
Empower your customer service teams with AI-driven insights to deliver exceptional experiences and drive operational efficiency.
What This Enables
Enable AI-driven customer call analysis
Enable teams to automatically transcribe and analyze customer service calls using AI. Streamline the process of identifying customer sentiment, key topics, and agent performance metrics from voice interactions.
cloud-based CRM, on-premises CRM, hybrid CRM deployments, customer support operations
Improve agent coaching and training
Streamline the identification of coaching opportunities by automatically analyzing call content for adherence to scripts, tone, and resolution effectiveness. Automate the delivery of targeted feedback based on AI-driven call summaries.
customer service departments, contact centers, remote support teams, performance management systems
Gain deeper customer insights
Automate the extraction of customer needs, pain points, and product feedback directly from call data. Enhance business understanding of customer sentiment and trends to inform product development and service strategy.
product management, customer experience initiatives, market research, business intelligence platforms
Key Features
Automated Call Transcription
Converts voice calls into text, making them searchable and analyzable for insights and record-keeping.
AI-Powered Sentiment Analysis
Identifies customer emotions and satisfaction levels during calls, enabling proactive issue resolution and improved customer experience.
Topic Extraction and Categorization
Automatically identifies and categorizes the main subjects discussed in calls, revealing trends and common customer issues.
Agent Performance Insights
Provides data on agent interactions, helping to identify areas for improvement in training and coaching.
Integration with Dynamics 365
Seamlessly embeds call intelligence capabilities within the existing Dynamics 365 Customer Service platform for a unified view.
Industry Applications
Finance & Insurance
Essential for analyzing customer interactions to ensure compliance with financial regulations, identify fraud patterns, and gauge client satisfaction with complex financial products.
Healthcare & Life Sciences
Crucial for understanding patient sentiment, ensuring HIPAA compliance in communications, and identifying areas for improving patient care experiences.
Retail & Hospitality
Enables businesses to analyze customer feedback on products and services, identify trends in purchasing behavior, and improve service delivery for enhanced guest experiences.
Legal & Professional Services
Supports the analysis of client communications to ensure service quality, identify client needs, and maintain professional standards in client interactions.
Frequently Asked Questions
What are Call Intelligence Minutes?
Call Intelligence Minutes are a measure of the processing capacity used by AI services to analyze your customer voice calls. Each minute of call analysis consumes a certain number of these minutes.
How does this add-on benefit my business?
This add-on provides AI-driven insights from your customer calls, helping you understand customer sentiment, improve agent performance, and identify operational trends without manual analysis.
Is this a one-time purchase or a subscription?
This is a subscription-based add-on, providing ongoing access to call intelligence processing capacity.
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.