CallMiner Integrates with Microsoft Dynamics 365 Contact Center

CallMiner has announced an integration with Microsoft Dynamics 365 Contact Center.

This collaboration brings AI-driven conversation analytics to customer interactions across voice and digital channels.

“It’s not just about operational support anymore, today’s modern contact centres are looking for insights that can drive business improvement, from service team performance to customer experience,” said Scott Kendrick, SVP of Strategy at CallMiner.

The integration is intended to help Microsoft customers enhance service performance, gain insights into customer behaviour, and take a more proactive approach to issue resolution.

By combining CallMiner’s analytics capabilities with Dynamics 365’s omnichannel features, such as IVR, CRM flexibility, and centralized communication management, the integration aims to support efforts to improve quality management and customer engagement strategies.

Alan Ross, Principal Group Manager at Microsoft, said, “Microsoft Dynamics 365 Contact Center is transforming how organizations manage their contact centres, with Copilot-first automation and efficiency across channels.

Through our collaboration with CallMiner, we’re taking those benefits and value to the next level, ensuring users gain the conversation and VoC insights needed to improve service representative performance, quality management, customer experience, and enterprise-wide decision making.”

It also facilitates scalable analysis of customer conversations, helping organizations identify trends, service challenges, and areas for operational improvement.

Additionally, CallMiner is eligible under Microsoft’s Azure Benefit program, allowing organizations to purchase through the Azure Marketplace using their Microsoft Azure Consumption Commitment (MACC), making adoption easier while supporting existing cloud investments.

Reviewed by: Rachael Trickey