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call quality management

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Call quality management in Dynamics 365 Contact Center is enhanced by an AI summary feature that provides service representatives with call recordings, transcripts, sentiment analysis, key performance metrics, and post-call survey results within the closed conversation form. This integration aims to improve customer experience by offering direct access to post-call analytics, enabling faster resolution of recurring issues. The discussion on WindowsForum.com explores how these tools can transform service workflows and highlights the strategic value of AI-driven insights in contact center operations.
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    Revolutionizing Call Quality Management with AI in Dynamics 365 Contact Center

    Dynamics 365 Contact Center is stepping up its game in call quality management by introducing an advanced AI summary feature built right into the closed conversation form. This strategic update empowers service representatives to review not only call recordings and transcripts but also a rich...
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    • ai summarization call quality management contact center dynamics 365 post-call analytics
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    • Forum: Windows News
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