Conversation Intelligence: Why it is important for your business?

Artificial Intelligence now plays a crucial role in creating big impact in sales. In an era where consumers are becoming more digital friendly in their buying journeys, adopting sales technology that uses AI can help salespeople become more productive.

Be it to automate sales process or know your customers in-depth, AI proves to be worth for sales agents and sales organizations.

Microsoft is at the forefront for introducing AI-powered sales solutions. By infusing AI straight into Microsoft Dynamics 365 Sales and Microsoft Viva Sales, Microsoft is bringing intelligence into their sales work flows.

Conversation Intelligence

With conversation intelligence capability, sales people can deeply understand about their customers. Conversation Intelligence use AI capabilities to collect data from sales agent’s call recordings and Microsoft Dynamics 365 Sales.

Conversation Intelligence automatically record calls and analyze content, sentiments and behavioral style, and gives meaningful insights from the customer interaction. This helps sales people to know who their customers are and where they are on the purchasing journey.

Conversation Intelligence is great for sales managers as well, as it helps them to make strategic sales decision to keep the sales moving, also helps to understand the behaviors of sellers. By understanding the performance of top sellers, managers can pass that knowledge to other sellers to elevate team performance.

Conversation intelligence is relevant to both sales agents and sales managers.

Sales teams can keep track of sales conversations and get the most from it.

As a sales manager, you can:

• Know what customers are talking about and plan sales tactics and coaching with insights on brands, pricing, competitors and more.

• Keep track of sales performance of each agent in real-time. See and compare what is going on in sales conversation and get insights into best sales practices by top sales agents.

• Get a view of your sales team’s performance, with customer sentiment and conversation style

• Know each sales agent conversation style, call history, customer sentiment and insights.

• Understand about the status of the business health of current sales period such as the total sales deals won, estimated revenue and the revenue generated.

• Pay attention to calls, read transcripts, view indicators that happened during the calls such as prices, competitors and more and business insights.

• Convert non-English recordings to English.

As a seller you can;

• Get motivated, achieve successful performance, meet sales quotas efficiently, and ensure customer satisfaction.

• Get real-time guidance as they interact with customers on phone or in Microsoft Teams meetings. They will be presented with information such as product and pricing details and more to help enrich sales conversations.

• View sales pipeline, call history, conversation insights, customer sentiment and conversational style, identify keywords that customers use while on calls, competitor names, and best practices, and so.

• Pay attention to calls, read transcripts, view indicators that happened during the calls such as prices, competitors and more and business insights.

All these provide real time insights based on the conversation to help salespeople make the most out of customer interactions. And it is certain that, with AI, NLP (natural language processing and conversation intelligence, the technology can transform the sales process.

Microsoft Viva Sales

Another tool that improves selling experience is Microsoft Viva Sales. Viva Sales captures Microsoft Teams and Office 365 data into your CRM (customer relationship management) to help sales teams enrich their sales conversation. It helps with repetitive tasks such as data collection and data entry, so that your team can focus on building customer relationships.

With Microsoft Viva Sales, you can

• Manage your customer list in CRM – add customers to your CRM while on the work and manage the relationships.
• Create and edit customer data in Microsoft Teams and Outlook, which automatically updates it in CRM.
• Get the view of CRM entries within Viva Sales Customer sidebar (dashboard)
• Share customer data across applications (Outlook and Teams). Easily share information with teammates and update information within Teams
• Gain in-depth understanding about customers using conversational intelligence.

Viva Sales offers limitless conversational intelligence capabilities offering you sentiment analysis and next-best actions. It automatically connects your CRM customer data into your Office applications, reducing the need to enter data manually. It works with Dynamics 365 Sales CRM and Salesforce CRM solutions to automate customer updates, share AI-based insights and recommendations, and enable seamless collaboration.

Dynamics 365 Sales and Viva Sales users can have full access to conversation intelligence.

Dynamics 365 Sales Enterprise users and those using other CRM systems with Microsoft Viva Sales can grab as much of the insights they need using sales conversation intelligence.

The benefits of conversation for your business is that

Conversation Intelligence can improve the buying experience:

It does by better preparing your sales teams to deliver relevant content before and during customer calls. Conversation intelligence suggests AI-based recommendations to help buyers make smart purchasing decisions

Enhance sales teams performance

Conversation Intelligence provides single source of intelligence to help sales teams complete their job successfully. It offers a range of information, ideas and other selling metrics to follow to improve the call quality.

Accelerate sales teams productivity

As conversation Intelligence performs a range of activities such as recording calls, analyzing content and more automatically, it frees up employee’s time and allows them to focus on other critical sales activities and make relevant sales decisions

Other benefits are conversation intelligence help managers do their tasks perfectly, improve self coaching and personal development, collaboration across apps, and more.

When you plan to integrate conversation intelligence to your Dynamics 365 Sales and tap into the sales opportunities, seek the expertise from experienced Microsoft Dynamics 365 Partners. They can help you achieve optimal business outcome through proper integration of conversation intelligence with Dynamics 365 Sales and Microsoft Viva Sales.

If your business is in UAE, Saudi Arabia, Qatar, Oman, Bahrain, Jordan, Kenya, Germany, Canada, Pakistan, or India, there are few Microsoft Dynamics365 Partners whom you can trust.