CallMiner, a leader in AI-driven conversation analytics for enhancing customer experience (CX), announced a strategic integration with Microsoft Dynamics 365 Contact Center. This collaboration enables Microsoft users to leverage advanced conversation analytics within the Dynamics ecosystem, offering deeper insights to enhance customer service performance, understand the voice of the customer (VoC), and support data-driven business growth.
With omnichannel capabilities—including voice, digital interactions, CRM flexibility, and interactive voice response (IVR)—Dynamics 365 Contact Center empowers businesses to manage customer communications effectively. The integration with CallMiner’s analytics platform significantly enhances these capabilities by delivering rich post-interaction insights that help organizations improve quality management, optimize service delivery, and strengthen customer engagement.
“Today’s modern contact centers 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,” said Scott Kendrick, SVP of Strategy, CallMiner. “Our collaboration with Microsoft demonstrates our joint commitment to advancing how organizations understand and serve their customers. By seamlessly integrating the CallMiner platform with Microsoft Dynamics 365 Contact Center, we’re enabling businesses to harness conversation analytics and AI-driven insights in a way that revolutionizes operational efficiency and customer outcomes.”
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CallMiner’s robust AI-powered platform analyzes customer conversations across multiple channels, delivering actionable intelligence on customer behavior, service rep performance, customer intent, and journey mapping. When paired with Dynamics 365 Contact Center, this integration allows organizations to combine powerful infrastructure with deep business intelligence capabilities, supporting more proactive and personalized customer experiences.
“Microsoft Dynamics 365 Contact Center is transforming how organizations manage their contact centers, with Copilot-first automation and efficiency across channels,” said Alan Ross, Principal Group Manager, Microsoft. “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.”