Written on 10th May 2021 - 3 minutes

Teams Dialler for Dynamics 365; improving the communication experience

Teams Dialler for Dynamics 365

Microsoft are making it simple to meet, chat, call, and collaborate directly from your Dynamics 365 workspace. We’re calling this ‘unified collaboration’, an aspect that should really make a difference to how you communicate from your device. According to recent research, organisations are now prioritising collaboration and communication to improve the employee experience.

In our last blog we posted about the integration between Microsoft Teams and Dynamics 365. Microsoft have recently introduced an embedded Teams dialler experience for Dynamics 365 as well as an extensible video or audio Teams meeting experience that seamlessly ties back to Dynamics 365 Sales. In this blog, we are going to look at the integration in a little more detail,  specifically the Microsoft Teams Dialler function and how this can be used to accentuate the benefits of having your Microsoft Dynamics 365 CE (CRM) displayed within Teams.

Teams Dialler; Dynamics 365

Features

Whilst you browse a customer record, you can see related conversations and people, and then start or continue a chat without switching to Microsoft Teams. Similarly, while working in Teams, you can seamlessly access and share business processes, records, and information from Dynamics 365 so that everything you need to stay focused and productive is at your fingertips. The Conversation intelligence feature automatically transcribes calls and analyses content, sentiment, and behavioural style insights that can improve the way users engage with prospects and customers.

A call handler might be presented with the next best customer to reach out to, they can click-to-call—a side panel showing the teams dialler opens, including real-time business-critical insights such as transcript with important mentions highlighted. Whether you work in sales or marketing, service, finance, commerce or human resources, any role that depends on teamwork, the unified collaboration features in Dynamics 365 applications and Teams will help you complete your daily activities  whilst remaining connected to colleagues and clients alike.

The Dynamics 365 app for Microsoft Teams enables users to engage with audio and video online meetings. These new team collaboration experiences are supported by multichannel engagement capabilities in Teams that help improve the way users connect with their team members, prospects, and customers.

When a user joins the call from Outlook, Teams, or Dynamics 365 the familiar Teams client opens where—aside from the custom video, avatar, or shared content—the user will be presented with the same real-time insights as they did during the audio call, including the transcript with important mentions highlighted

All insights are tied back to the relevant record in Dynamics 365 Sales CRM with no effort on the user’s side. Within seconds of completing the conversation, the summary page is made available that includes conversational KPIs representing the user’s behaviour during the call.

Summary:

  • Follow-ups made during the call
  • Important mentions
  • The full playback option alongside sentiment analysis and segmentation of the call to topics.
  • Teams dialler embedded in Dynamics 365 Sales: Customers using Dynamics 365 Sales can now conduct calls, record them, and later use conversation intelligence to get sales insights.
  • Real-time conversation intelligence: Customers can analyse calls and receive insights in real time with conversation intelligence.

Microsoft have not as yet issued a release date but this is thought to be in June 2021.

This article was written by Marcus Heap

Marcus is our Dynamics 365 Functional Consultant at Software Solved. He uses his 20+ experience to implement enterprise software solutions for all types of businesses.

If you have any questions about Teams integration with Dynamics 365 or about implementing Dynamics 365, please contact us today

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