Discover Actionable Insights with Conversation Intelligence in Dynamics 365 Sales

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Discover Actionable Insights with Conversation Intelligence in Dynamics 365 Sales

Conversation Intelligence transcribes calls and analyses sentiment and behavioural styles to provide insights within Dynamics 365 Sales.

In this article, discover how the Conversation Intelligence feature helps sellers and sales managers improve performance.

Conversation Intelligence: Key Benefits

Increased Efficiency in Sales Processes

Conversation Intelligence automatically transcribes and analyses sales calls. This reduction in administrative tasks allows sellers to prioritise time engaging with prospects and customers, increasing productivity and the potential for successful outcomes.

Sales Coaching

Using Conversation Intelligence, sales leaders can access real-time data and metrics from their team’s customer interactions. This enables tailored coaching sessions to focus on individual strengths and areas for performance improvement.

Data-Driven Decision Making

Teams use aggregated data and call insights from sales interactions to make informed decisions. Whether it’s adjusting sales scripts, identifying trends, or adapting strategies, these decisions are grounded in your data.

How Conversation Intelligence Boosts Seller Performance

Through real-time transcription and analysis, sellers can accurately assess customer needs, quickly follow up on actions and adjust communication strategies appropriately.

Instant Call Transcripts

When you make a call in Dynamics 365 Sales, Conversation Intelligence automatically records and transcribes the call history.

Conversation Intelligence sales call automated transcript

Call Summaries

After each call, the Call Summary page comes into play, providing a structured overview to improve the post-call process.

Conversation Intelligence call summary screen

Suggested Notes

Within the Call Summary, you can review an auto-generated summary of discussion points.

These suggestions can serve as a basis for meeting notes or follow-up actions, freeing sellers to focus on strategic tasks rather than manually typing notes.

Select the relevant auto-generated call highlights to add these to the editable summary.

Automated suggested notes from call transcripts in Conversation Intelligence

Action Items

Follow-up points from the call transcript will be highlighted, such as “I’ll phone next week”. From the Call Summary, these recommended tasks can quickly added as Dynamics activities and set regarding the appropriate record.

Conversation Intelligence suggested post-call action item to create an activity

Mentions

View filters and categorisations of keywords, products and people referenced during the call. You can quickly see customer questions and competitor references from the transcript using automatic tagging. To increase the effectiveness of the Call Summary, track specific keywords and phrases relevant to your organisation.

Dynamics 365 Conversation Intelligence sales call mention highlights

Sentiment Analysis

The Call Summary sentiment analysis feature assesses the tone and mood of the conversation, providing insights into customer reactions and their feelings throughout the call.

Sentiment analysis - conversation intelligence for Dynamics 365 Sales

Call Playback

Playback lets sellers hear parts of the recorded conversation to recap particular points within the Call Summary. For example, use the playback timeline to jump to detected sentiments in the conversation or when certain keywords are mentioned.

Comments

You can also annotate the call transcript, allowing sellers and managers to highlight how specific points could be addressed differently during future calls. Each comment appears in the playback timeline, allowing quick navigation between recordings and the accompanying comment.

Practical Follow-Up Actions Using the Call Summary

With call summaries, you can always revisit your sales conversations to stay on top of your customer interactions.

  • Action Item Planning: Sellers use mentions, sentiment analysis, and suggested notes to create action items that address points from the call.
  • Meeting Scheduling: Insights from call summaries help sales teams set priorities and schedule follow-up meetings to meet customer expectations and align with sales strategies
  • Personalised Communications: Understanding customer preferences and concerns from calls helps personalise interactions that will move the sales process forward.
  • Team Collaboration: Shared comments and notes encourage teamwork between participants. Call insights can also help guide the distribution of tasks based on team strengths and account roles.

Let’s look at how Conversation Intelligence arms sales leaders with insights to manage their teams and proactively coach sellers.

Actionable Insights for Sales Leaders

When a sales manager logs into Conversation Intelligence, they’re presented with a comprehensive area that combines data points and call analytics into actionable insights.

Team Overview screen for sales leaders in Conversational Intelligence.

What customers are talking about

  • Sentiment Gauge: See the proportion of calls with more negative sentiments than average for deeper analysis into customer pain points.
  • Keyword and Competitor Analysis: Highlights frequently mentioned tracked keywords and competitors during sales calls to help tailor approaches and identify new opportunities.

What characterises top sellers?

  • Behavioural Insights: Understand the successful conversational habits of your best-performing team members. For instance, review KPIs such as talk-to-listen ratios and assess frequently used keywords.
  • Performance Enhancement: Evaluate what makes your top sellers effective to effectively translate these behaviours into coaching for your wider sales team.
Seller insights for sales managers in Conversational Intelligence

Further conversation insights for sales managers

  • Tracked keywords: Gain insights into trending keywords mentioned in conversations.
  • Trending competitors: Understand frequently mentioned competitors during calls and use these insights for strategic planning and competitive analysis.
  • Other brands and organisations: Identify new products, brands, and businesses frequently being spoken about, which can be influential in updating sales strategies.

How Sales Leaders Benefit from Conversation Intelligence

By seamlessly navigating between these insights, Conversation Intelligence helps sales leaders:

  • Strategically Coach by moving from broad performance trends to nuanced coaching opportunities for individual sellers.
  • Enhance Team Performance through targeted coaching sessions based on specific insights from customer sentiment analysis, conversation metrics and performance benchmarks.
  • Optimise Sales Strategies by understanding market trends, evolving customer needs and competitive dynamics reflected in team and individual seller conversations.

How to enable Conversation Intelligence

  • Log into your Dynamics 365 with administrator privileges.
  • Go to the ‘Sales Insights Settings’ area.
  • In Global settings, locate the ‘Conversation Intelligence’ option within Sales Insights.
  • Enable it by toggling the feature on.
  • Customise settings to tailor the conversation tracking to your business needs, including a recording policy and keywords to track.

Contact ServerSys for help activating this feature in your environment with tailored settings. You can also visit Microsoft Learn to follow the detailed setup instructions.

Licensing Dynamics 365 Conversation Intelligence

The Conversation Intelligence feature requires Dynamics 365 Sales Enterprise or Premium licences.

Phone system requirements

  • Using Microsoft Teams: An installation of a Teams phone system and a valid license to use it with the Teams dialler enabled and configured for your organisation.
  • Using a third-party dialler: Integrating a licensed third-party dialler with D365 Sales.

Setting recording policies

Conversation Intelligence recording policies define the security roles and recording options. These allow you to create multiple recording policies and assign them to different security roles. The available options are:

  • Manually record all participants
  • Manually record all participants; sellers are automatically recorded
  • Automatically record all participants.
  • Automatically record all participants; sellers can stop recording.

Conversation Intelligence data retention

The default Microsoft-provided storage offers sales call retention periods of 30 days or 90 days. If you want to store call recordings and transcripts longer, update the settings to use your organisation’s Azure storage.

Redacting personal data

By default, Conversation Intelligence doesn’t redact personal data in transcripts, such as account numbers and credit card details.

However, Microsoft has introduced functionality to comply with payment card industry (PCI) regulations by enabling an option to hide personal data that will mask card details before saving a transcript.

Take the Next Step

Ready to transform your sales conversations into actionable insights?

Contact Serversys today. Let’s explore how Conversation Intelligence for Dynamics 365 can propel your team towards increased efficiency and success.

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June 18, 2024

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Warren Butler

Warren Butler

Warren is the director of marketing at ServerSys. He brings over 20 years of experience covering business transformation, CRM and Microsoft Dynamics to help organisations grow by embracing technology.

If you have any questions, please get in touch with us at hello@serversys.com

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