Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 2)

This post is the second in a series in which we explore how we can leverage Microsoft’s Cognitive Services to greatly enhance the insights we can derive from phone call recordings in an automated way. We can leverage the investments Microsoft has been making in machine learning and artificial intelligence to automatically extract metadata from…

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Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 1)

In many contact centers, the telephone continues to be one of the primary channels of engagement for customers. Frequently, the only insights we will have about the nature of a call that has taken place will be based on the typed notes or other data manually entered by the contact center agent. By leveraging Microsoft’s…

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Enhanced Knowledge Base Usage Analytics with Azure Application Insights and Power BI

When managing a self-service knowledge base, understanding how customers and employees are searching for and consuming self-service knowledge is an important part of ensuring your content remains relevant and useful for end users. Dynamics includes a number of in-built capabilities to help analyze the usage of the knowledge base, including: Tracking of article views by…

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