In today’s fast-paced, customer-centric world, every conversation counts. Whether you’re closing a deal or resolving a support issue, the insights hidden in your customer calls can be the key to unlocking better performance and deeper relationships. That’s where Dynamics 365 call intelligence comes in.

This powerful feature transforms ordinary voice calls into actionable data. By leveraging AI to transcribe, analyse and interpret conversations, D365 call intelligence empowers sales and service teams to work smarter, respond faster and continuously improve.

In this blog, we’ll explore what call intelligence is, how it works and why it’s becoming an essential tool for modern businesses looking to stay ahead of the curve.

What is Microsoft Dynamics 365 call intelligence?

Microsoft Dynamics 365 call intelligence uses the power of Microsoft Azure AI to take call recording data. Then, it provides actionable insights based on the content of the phone call. It equips modern sales representatives to gain insights and actionable tasks after conversations with clients. It helps sales and customer service teams better understand their interactions, improve performance, and make data-driven decisions.

Due to time constraints and the pressure to deliver, excessive time is spent recording notes from client calls. With call intelligence, users will be able to record conversation automatically. At its core, call intelligence listens to and transcribes voice conversations between agents and customers. But it goes far beyond simple transcription. Using natural language processing (NLP) and machine learning, it identifies key topics, detects sentiment, tracks engagement metrics like talk-to-listen ratio and even highlights action items or follow-up opportunities.

This means that every call becomes a rich source of data. Managers can use these insights to coach team members, spot trends and ensure that customer needs are being met effectively. Sales reps can revisit conversations to refine their approach, while service agents can ensure they’re resolving issues efficiently and empathetically.

Whether you’re aiming to boost sales conversions, improve customer satisfaction, or streamline operations, D365 call intelligence provides the tools to turn conversations into strategic assets.

How does Microsoft Dynamics 365 call intelligence work?

You can choose to have Microsoft record and store calls in your own system and then upload them to Azure. After this, configuration is required to upload call recordings from your phone system as .wav or .mp3 files, with an accompanying file containing data about the call such as the ‘from’ and ‘to’ phone numbers, date and the time. This data is also easily accessible from your phone system.

What does Microsoft Dynamics 365 Call Intelligence include?

A portal for sales managers is included, so once your data is uploaded to Microsoft Dynamics 365 Call Intelligence, Azure AI is used to transcribe and then analyse the call, offering you valuable team insights such as:

• Top mentioned competitors
• Salespeople with the most negative or positive sentiment
• Listening vs. talking time
• Average talking speed by salesperson

All of this data can then be taken and combined with your sales data using Power BI to give you insightful reports showing correlation between call intelligence data and real, tangible sales.

How can you implement Microsoft Dynamics 365 call intelligence?

Microsoft Dynamics call intelligence is now available as part of the Dynamics 365 Sales Enterprise and Sales Premium licenses, set up is quick and simple. Once in place, this tool empowers your sellers to spend less time taking notes and scheduling follow up activities and to spend more time on high value sales tasks and customer interactions.

Find out more about intelligent customer experience in Dynamics 365

Call intelligence is just one of many features that enables you to gather accurate data on your customers, which can you use for to create personalised experience and elevate service. The platform is rich with AI-powered, automated capabilities which can make it easier than ever to understand customers, follow-up with them effectively and fuel performance.

In the video below, our resident expert Declan discusses how Dynamics 365 can improve your customer service function, while allowing you to operate smarter and streamline efforts.