Conversation intelligence


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Sales. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Conversation intelligence uses analytics and data science to gather data from sellers' call recordings and Dynamics 365 Sales. It provides you with the information and insights to intelligently manage your sales team and proactively coach sellers.

The focus areas for this wave are:

  • Capture every customer interaction to provide real-time business insights on top. Organizations using Microsoft communication channels, such as Teams, Outlook, and Azure Communication Services, to interact with their customers will enjoy seamless connectivity between these interactions and the relevant business data records with zero context switching and critical business insights provided on top.
  • Get conversation intelligence as an integral part of your daily workflows within Dynamics 365 Sales.
  • Get business insights and productivity tools—such as real-time tips during calls, question detection and analysis, and many more—to boost performance and win more deals.

To learn more about conversation intelligence, go to Improve seller coaching and sales potential with conversation intelligence.