Call categorization introduces a revolutionary way to manage call recordings and learn more about leads, as well as assist managers with identifying coaching opportunities within their teams. 

It is common for sales teams and contact centers to conduct many calls which are not successfully connected. This can lead to an overload of irrelevant data in call recording tables and a lot of noise for a seller and manager to wade through when reviewing calls for follow-up or best practice sharing. To address this issue, Dynamics 365 Sales conversation intelligence is introducing the Call categorization feature that automatically categorizes and tags short calls with 4 categories: 

• Voicemail – when a call reaches the customer’s voicemail. 
• Contact unavailable – when the person the seller is trying to reach is not available at that time. 
• Reschedule request – when the lead asks for a quick raincheck. 
• Unwanted call – for those calls where the customers requested to not be contacted again. 

Once the calls are tagged, it becomes easy for sellers, managers, and operations to identify and exclude irrelevant call data. Sales teams can save time by not having to hunt for calls. Instead, with call categorization, they can review relevant conversations to follow up on and share as best practice or learnings.

Figure 1: call categorization

When in the flow of a conversation multiple questions could be asked but the seller may not tackle them all within the call. Dynamics 365 Sales conversation intelligence now tracks all questions raised by customers and sellers during customer conversations. These are ready for review and follow up almost immediately after the call has ended.

The new feature includes a “Questions” section in each call/meeting summary. The section tracks all questions asked during the call and groups them by customer or seller. This allows sellers and sales managers to easily locate and quickly jump to listen to a specific question within the conversation. By doing so, they gain a more in-depth understanding of the interaction. 

With this insight documented, sellers can quickly drill into customers’ objections and concerns. In addition, they can review those open items for action. 

Figure 2: question detection

With these productivity enhancements sellers can focus on engaging customers knowing their systems are working hard to remove complexity and optimize their sales conversation follow ups.  

To get started, enable the public preview of the Call categorization feature: First-run setup experience for conversation intelligence in sales app | Microsoft Learn 

Learn more about the Question detection feature: View and understand call summary page in the Dynamics 365 Sales Hub app | Microsoft Learn 

Learn more about conversation intelligence: Improve seller coaching and sales potential with conversation intelligence | Microsoft Learn 

Enable conversation intelligence in your organization: First-run setup experience for conversation intelligence in sales app | Microsoft Learn  

If you are not already a Dynamics 365 Sales customer and want to know more, take a tour and start your free trial today.