It is essential that modern businesses focus on teamwork and collaboration to deliver the best possible experience to their customers. Microsoft have recognised this fact and at the recent Microsoft Ignite conference announced that they are greatly enhancing the integration between the Teams and Dynamics 365 platforms.

Embedded Teams Chat in Dynamics 365

During the event, Microsoft announced one of the most sought-after features requested by developers in the past year and showed that users will be able to access one-on-one chats, group chats and meetings linked to a record in Dynamics 365 without the need to ever leave the page containing the records information. It was also confirmed that this functionality will be rolled out across the Field Service, Sales and Customer Service modules to ensure team working and collaboration can be achieved regardless of department or role.

Embedded Teams dialling in Dynamics 365

Microsoft also demonstrated at the event the ability for users to make calls directly from Dynamics 365 using Teams. During the demo, Microsoft showed off some of the key features of this new functionality including the ability to have Teams automatically transcribe the call and highlight key business terms, suggested follow actions will be shown for users and the ability to take notes that feed straight back into the phone call activity record.

Post Teams Chat Summary

Once users have finished making a call in Teams or hosting a meeting, within seconds they are presented with a rich post-call summary which includes call playback and transcription, actions to be completed and tags of key words mentioned during the call. These data points can be used to track trends and provide the company with a better understanding of customer needs.

The first wave of the Teams and Dynamics 365 integration will be released in the Sales module in May 2021. If you would like more information regarding Dynamics 365 and what it could provide for your business, please email solutions@endeavour-is.com.