AI Transcription to Dynamics 365 from any phone system

Short Summary

Transforming raw conversations into structured, data-driven insights allows businesses to improve sales strategies and overall customer experience. And automating tasks like transcription, sentiment analysis and follow-up actions helps free sales and customer service teams to focus on higher-level relationships and driving business results.

The most valuable source of truth for your organisation is the call recordings you make for conversations between your users and your customers. That is where you go for definitive proof of any conversation. Right now, you depend on your users to fill some fixed-format Dynamics 365 fields with some of that data, and maybe enter some notes in free-format fields. But the vast majority is not recorded in Dynamics 365. So, the vast majority cannot be searched or analysed as needs arise.

With the rise of analysis tools and AI help, that treasure trove of customer conversations can be used to impact your bottom line. What is it? Any conversation your users have with customers can be transcribed to text and put into Dynamics 365.

Dynamics Telephony can put them (new and archived) all in Dynamics 365 in a set of fields to give you maximum ability to apply AI or Conversation Analysis tools to extract actionable insights for your organisation. For transcription, the service can be on-premises for maximum security and privacy. For AI services like summary or sentiment, these are supplied as SaaS, with same-day deletion of data from our SaaS servers.

Phone systems: Cisco, Microsoft Teams, Avaya, RingCentral, Genesys, Asterisk, FreePBX, 

Key Features

 - Recordings and data optionally deleted from other servers straight after transcription.

Use Cases

• Sales calls - always have the previous call summary to hand in Dynamics 365.

  - use to discover key pain points, process delays, common objections, feature queries, winning strategies

• Contact Centres - Call recordings are analyzed to improve agent performance and streamline workflows

• Customer Service - track customer sentiment and identify potential risks or common points of dissatisfaction so that the customer success team can proactively address the issues before they escalate.

• E-Commerce - analyze customer interactions to optimize pricing strategies and improve the shopping experience

• Healthcare - can flag instances where patients express confusion about their treatment plans, prompting providers to offer clearer explanations.

Dynamics Telephony have over 15 years experience in integrating telephony platforms to Dynamics 365 and are well positioned to help you embrace AI with confidence.