Improve seller coaching and sales potential with conversation intelligence

Conversation intelligence uses analytics and data science to gather data from sellers' call recordings and Dynamics 365 Sales. Conversation intelligence analyzes the data to provide you with the information and insights to intelligently manage your sales team and proactively coach sellers. To achieve this, conversation intelligence displays relevant key performance indicators (KPIs) and intelligent call data KPIs by team, seller, and call.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise
More information: Dynamics 365 Sales pricing
Security roles Any primary sales role, such as salesperson or sales manager
More information: Primary sales roles

How can I use conversation intelligence?

Important

This feature is intended to help sales managers or supervisors enhance their team's performance. This feature isn't intended for use in making—and shouldn't be used to make—decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with sales persons may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their sales persons that their communications with end users may be monitored, recorded, or stored.

Conversation intelligence is designed to help sales managers and sellers in their day-to-day job, providing the tools they need to track their sales performance in calls with leads and customers.

As a sales manager, you can:

Note

If you are a sales manager, verify that a proper manager hierarchy is defined for you, and that sellers or individuals are added to it. To learn more, see Set up manager and position hierarchies.

  • Understand what customers are talking about and design sales strategies and training, with business insights on trending tracked keywords, brands, competitors, and more. To learn more, see View home page.

  • View and compare what's happening in sales calls and get insights into best practices by learning more about the behaviors of your top sellers. To learn more, see View team information.

  • View your team's performance, with insights, customer sentiment, and conversational style. To learn more, see View team information.

  • View and understand each individual seller's conversation style, customer sentiment, insights, and call history. To learn more, see View sales rep information.

  • View insights on the status of your current sales period such as the sum of actual revenue, total estimated revenues, total deals won, and the average revenue generated. To learn more, see View overall sales and seller insights.

  • Listen to calls, read transcripts, see possible action items, view signals that occurred during the call (keywords, competitors, prices, and more), and business-critical insights. To learn more, see View and understand call summary.

  • Translate non-English call transcript to English. To learn more, see View and understand call summary.

As a seller, you can:

  • View your conversation insights, customer sentiment, conversations style, sales pipeline, and call history. To learn more, see View sales rep information.

  • Listen to calls, read transcripts, see possible action items, view signals that occurred during the call (keywords, competitors, prices, and more), and business-critical insights. To learn more, see View and understand call summary.

  • Translate non-English call transcript to English. To learn more, see View and understand call summary.

As an administrator, you can:

What languages are supported?

Currently, conversation intelligence supports the following languages:

Language Code
Arabic ar_BH
Chinese simplified zh_CN
Danish da_DK
Dutch nl_NL
English en_US and en_GB
Finnish fi_FI
French fr_FR and fr_CA
German de_DE
Hebrew he_IL
Italian it_IT
Japanese ja_JP
Norwegian nb_NO
Portuguese pt_PT and pt_BR
Spanish es_ES and es_MX
Swedish sv_SE

How to access conversation intelligence

Conversation intelligence for your Teams calls is available from the following apps:

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role.

  • Your administrator hasn't turned on the feature.

  • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box apps such as, the Sales Hub or Sales Professional app.

See also

Administer conversation intelligence

View overall sales and seller insights
Conversation Intelligence FAQs