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Voice call transcription for Dynamics 365 CRM

FULL PRODUCT DETAILS

Only for Microsoft Dynamics 365 CRM. Fully transcribe every voice call, with an AI summary, and a link to play the original call recording into the correct record in Dynamics 365 CRM. Summary visible when you make your next call to the customer. Fully searchable transcription. Can be linked to AI analysis by Copilot etc.

The on-premises version is also described below. On-premises is for customers that have extra security and privacy needs, such as healthcare and finance.

Table of Contents

Overview

Feature List & Screenshots

Configuration options & settings

Integration with call recordings and Dynamics 365

Security & Compliance

Limitations

Implementation Project

Support & Maintenance

Pricing & Licensing

Contacts for more details

Available on the Microsoft AppSource

Feature List & Screenshots

The image below shows the key features as transcription and 3-bullet summary in Dynamics 365 CRM. The transcription is fully searchable and shows each party speaking.

Call Transcript

For a full screenshot of the phonecall record, with Orange arrows highlighting the key features, click here

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Here is an image of how the audio playback control appears in Dynamics 365 CRM​

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Recording playback

Feature list

  • Dynamics 365 CRM Phonecall Activity - can use an existing phonecall or create a new one. Fields populated in the phonecall include:

    • Summary - 3 bullet

    • Sentiment score

    • Full transcript.

    • Call duration

    • Actual start.

    • Recording URL.

  • A note will be created in the Timeline with the transcription summary. This note is immediately visible next time you call this customer.

  • Controls in Dynamics 365 CRM to play the call recording directly. Pause, resume, skip, volume, download

  • Transcriptions can be easily sent to AI tools, such as Copilot, for analysis and insights, competition mentions, keywords, objections etc..

  • Custom dictionary - You can supply a list of words or phrases that are common in your sector to increase accuracy

  • Diarization - splits the transcription into the speaking parties

  • Stereo file support - if you supply a stereo file then the Diarization is 100% accurate.

  • Summary - a 3 bullet summary of the conversation

  • Languages supported: Arabic, Bashkir, Basque, Belarusian, Bengali, Bulgarian, Cantonese, Catalan, Croatian, Czech, Danish, Dutch, English, Esperanto, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Interlingua, Irish, Italian, Indonesian, Japanese, Korean, Latvian, Lithuanian, Malay, Maltese, Mandarin, Marathi, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Slovakian, Slovenian, Spanish, Swahili, Swedish, Tamil, Tagalog, Tha,i Turkish, Urdu, Uyghur, Ukrainian, Vietnamese, Welsh.

Configuration options & settings

The following are configurable settings:

  • The Dynamics 365 CRM entities and phonenumber fields to search to find the customer

  • Use existing Dynamics 365 CRM phonecall (otherwise, create a new one) - enable/disable

  • Optional fields to populate: summary in Note, summary in text field, Sentiment score for customer, sentiment score for agent

  • User name for Note, e.g. AI Summarizer. This is then displayed on the Note so users know what created the Note.

  • Custom dictionary - A list of words or phrases that are common in your sector/business to increase accuracy

  • Short call length - when calls are shorter than this number of seconds, they are not transcribed.

  • Extension list - only calls with these extensions are transcribed

  • Languages can be auto-detected or specified (for greater accuracy and quicker response)

  • Link to call recording in Dynamics 365 CRM for instant playback - enable/disable

  • Data processing location - set to Europe, USA or Australia

  • Audio file retention - 7 days or none (delete when transcribed)

Integration with call recordings and Dynamics 365

How it works - transcription steps (some are optional based on configuration settings):

  1. The inbound or outbound call ends

  2. DT Transcribe locates the call recording based on customers phone number and user extension

  3. DT Transcribe uploads the recording to the transcription service

  4. When the transcription is done (typically 30s later), DT Transcribe is notified

  5. DT Transcribe locates the customer in Dynamics 365 CRM

  6. DT Transcribe adds a Note and phonecall to the Dynamics 365 CRM record

  7. DT Transcribe adds the data to the Note and phonecall

  8. DT Transcribe adds a link for immediate audio playback of the call to the phonecall record

  9. DT Transcribe deletes all data from its data store.

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Integration with your Dynamics 365 Dataverse is via an App Registration in entra.microsoft.com. Requires read access of any records that need to be searched (contact, account, lead, opportunity, case and/or phonecall). Requires create permission on phonecall activity and Note

Access to recordings depends on your phone system / call recorder. Connection can be via webhook at end of call, direct API access, file monitoring or client events.

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We support the following:

  • Ringcentral

  • Cisco                                                                                       

  • Avaya

  • Microsoft

  • Genesys

  • Mitel

  • Asterisk, FreePBX, Sangoma etc.

  • Verint

  • Calabrio

  • Dynamics Telephony Phone System

  • For others, please contact us

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Transcription Architecture

Architecture

Security & Compliance

  • Your data is transmitted using TLS 1.2 or higher encryption.

  • Your data stays in your chosen geographic location. This can be Europe, USA or Australia

  • ISO 27001 - Information security, cybersecurity and privacy protection

  • GDPR - Privacy and Data Protection

  • HIPAA - Health Insurance Portability and Accountability

  • SOC 2 - Systems and Organization Controls, Data protection.

  • Data is kept for only 7 days, or deleted immediately after transcription. During this period, your data is encrypted using AES 256.

  • IP Whitelist can be provided to secure external access to call recordings.

  • Use the on-premises install for maximum security, under your own control

Limitations

We list the limitations of this product, as it saves you time, and it saves us time.

  • Minimum CRM Versions: 8.2 on-premises, Dynamics 365 online.

  • Time to insert transcription and summary is about 60 seconds for a 10 minute call.

  • 91.2% accuracy for English. This is the best on the market. We partner with Speechmatics for this service. See all language linguistic notes and accuracy here: https://www.speechmatics.com/languages

  • For summary with on-prem version, we use an AI such as your Copilot, or your on-prem LLM. Alternatively, you can disable summary.

  • You need to be already recording the calls you want to transcribe. We do not provide a call recording system, unless you use our complete Dynamics Telephony Phone System

  • The call recordings need to be readily accessible

  • Maximum 10 transcription requests per second.

  • File size maximum: 1GB

  • The security around who can play a call recording using the link we put in Dynamics 365 CRM is your responsibility

  • Supported audio file formats: .wav .mp3 .aac .ogg .mpeg .amr .m4a .mp4 .flac

  • You must have enough network bandwidth to our transcription service (or your own server if using on-prem option). Use your recording audio file format above, to calculate the required bandwidth per minute of talk-time to be transcribed.

  • Ports: [required open ports]

Implementation Project

Overall Planing - From start to finish, the implementation plan should allow 4-6 weeks for the standard cloud based solution. For on-premises option allow 10 weeks

Pre-test - You can run a test now of the transcription functionality. This does not include insertion to Dynamics 365. But it does allow you to test the speed and accuracy of the transcription, as well as the accuracy of the 3-bullet summary. It is available here

Local IT requirement - Local IT must be involved at an early stage. Budget 8 hours, spread over a week, of local IT time. Areas that will have to be covered are CRM Solution import; CRM Role(s) for users to control access; App registration in Microsoft Entra; firewall configuration; access to call recordings for upload to DT Transcribe; access to call recordings for playback by users; testing and troubleshooting all the above; remote access for support. For smaller organizations that have no local IT specialist, we will guide you through all of the above.

Installation - There are 2 installation options: cloud and on-premises. Most customers will opt for cloud installation. On-premises is for customers that have extra security and privacy needs, such as healthcare and finance. The same API is used to access the on-premises service as is used to access our pure cloud service. So you can deploy to the cloud first (for speed of deployment and test), and then move to your private server for final test and production.

Server (on-prem option) - In this case, the transcription service is run on a private server, such as your own physical server or VM, Private cloud server, Azure server etc.

  • Server spec: Azure example: Standard_D16d_v5 (2 languages, 10 hours per hour talk-time for all users and a requirement that a typical 10-minute call should be available within 30 seconds)

  • Server supplied by customer

  • Our engineers will fully perform the remote install of the service

  • Our engineers will test access to recordings from the server

  • We include a suite of tests with this to confirm the installation and integration is working correctly.

Final Testing - You need to create a list of tests to perform before users get the system. We will help you with this. Tests include: inbound call; outbound call; call with extension that should not be transcribed; long call; short call; customer number not in Dynamics 365 CRM.

User training - User training will be minimal. We would recommend a simple one-pager that explains (with screenshots) how it works and what users will see in Dynamics 365 CRM (the summary in the timeline, the transcription and the playback control in the appropriate phonecall form).​

 

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Support & Maintenance

All support is from real engineers - non-automated. All our support engineers are experts in this service. the same engineer will handle your ticket until closure.

  • Support hours: 07:00 - 18:00 GMT, 09:00-15:00 EST, Monday - Friday. Custom hours can be quoted for.

  • Standard support is via email. Same day non-automated response from subject-matter-expert.

  • Premium support is by phone and screenshare, with a named engineer dedicated to you. 2 hour response time.

  • For the first month, all support is provided at the Premium level

  • SLA: 1 hour for response to priority 1 (users cannot make calls) issues. Target resolution for these is 2 hours.

  • For on-prem systems, updates are every 2 months. Cloud system updates are transparent to you.

Pricing & Licensing

Cloud: Price is £0.020 / $0.027 / €0.025 per minute of talking. Minimum commitment is 200 hours per month. There is an install charge of £600 / $810 / €750. There will be an additional charge for non-simple file access to the call recordings.

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On-prem: Price is £0.020 / $0.027 / €0.025 per minute of talking. Minimum commitment is 200 hours per month. There is an install charge of £3,000 / $4100 / €3800. Server supply is customer's responsibility. There will be an additional charge for non-simple file access to the call recordings.

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Standard support is included. Premium support is charged at 18% of the monthly charge for cloud or on-prem.

Contacts for more details

For all enquiries, please contact

Europe: Email: dt_sales@dynamcistelephony.co.uk             Call: +44 203 432 6850

USA: Email: dt_sales@dynamicstelephony.com                    Call: 603 769 3041

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