CallMiner is embedding its AI-powered conversation analytics directly into Microsoft Dynamics 365 Contact Center, giving service teams new tools to extract value from every customer interaction. This news comes on the heels of CallMiner’s recent acquisition of VOCALLS, a voice-first conversational AI and automation platform.
By analysing customer interactions across voice and digital channels, businesses using Dynamics 365 can now access real-time insights to understand what customers are saying and why it matters.
The CallMiner platform goes beyond keyword detection as it evaluates sentiment, identifies root causes of friction, and uncovers patterns in agent behaviour, all with the goal of boosting performance, tightening quality control, and elevating the customer experience. With Dynamics 365’s built-in omnichannel capabilities, the pairing brings post-contact analytics into sharper focus for service leaders who want more than surface-level metrics.
Scott Kendrick, SVP of strategy, CallMiner, said: “Today’s modern contact centres are looking for more than just operational support – they’re looking for insights that can drive business improvement, from service team performance to customer experience. Our collaboration with Microsoft demonstrates our joint commitment to advancing how organizations understand and serve their customers.”
For organisations already committed to Microsoft’s ecosystem, CallMiner is now Azure Benefit Eligible. That means companies can purchase through the Azure Marketplace and count it toward their Microsoft Azure Consumption Commitment (MACC), making it easier to access enterprise-grade analytics without breaking procurement workflows.
The integration offers a more complete view of the customer journey, not only the what but the why. With increasingly complex service environments, that kind of clarity can be the edge companies need to stay competitive.