Call Journey, provider of market-leading Conversation Analytics technology, announced a new global partnership with Microsoft, focused on providing solutions that enhance all facets of Microsoft solution suite across Business Applications, Azure, and Modern Workplace.

The partnership is underpinned with key strategic and tactical programs across North America, Australian, and New Zealand and will expand quickly in the second half of 2020 to other regions.

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Tom Yang, Global Sales Director – Dynamic Customer Service at Microsoft said, “Call Journey has really great technology because of two things: one is because they are really after the outcome, solving challenges that organizations need to overcome and providing qualitative solutions out of voice data to improve customer journey; second is because they have a very flexible platform. Many organizations have consistent needs and want to parse through voice data and Call Journey technology is flexible enough to adapt to those changes.”

“We have seen an influx of interest in the adoption of our solution even more so during the pandemic as customer and employee insights become more crucial to keeping organizations relevant and competitive,” said Call Journey CEO, Paul Humphrey. “Our partnership with Microsoft has expanded our reach and made our technology available to global organizations who call Microsoft their platform of choice for customer and employee experience management. In partnership with Microsoft and Microsoft Partners, we can help more organizations leverage critical voice data from customer conversations to supercharge performance and make more informed organization-wide data-based decisions.”

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Bridging the gap between unstructured audio sources and Microsoft Ecosystem

Call Journey streamlines the process that will now make it easy for customers to analyze their voice interactions in Microsoft’s Ecosystem. Bridging the gap between unstructured audio data and Microsoft Business Intelligence, Call Journey provides an ecosystem that allows Microsoft customers to unlock every conversation to:

• Improve Customer Experience
• Enhance Employee Engagement
• Improve Sales Performance (conversion rate, cross-sell/up-sell, retention/churn prevention, volume)
• Drive significantly higher levels of Customer Insights for activities like Customer Journey Mapping, NPS Root Cause analysis, next best offer, fraud/churn prediction, and management
• Reduce risk for boards and companies by increasing coverage and efficiency to meet regulatory pressures/requirements
• Accelerate and inform bot strategy and bot adoption

The partnership now makes it easy for organizations to add, consume and curate the rich voice data created in key Microsoft Insights packages such as Customer Insights, Customer Service Insights, Dynamics Marketing, and Sales Insights to get a more holistic view of both customers and employees. By adding voice data into the mix, organizations can now deliver consistent and personalized experiences and, in turn, drive impactful organizational outcomes.

Chandra Stevens, Global Director, Customer Insights & Emerging Solutions for Customer Experience at Microsoft said, “Through Call Journey, voice data can be easily consumed in the Microsoft ecosystem. It’s easy to bring it in, connect, and combine with other data sources to create a unified customer profile.”

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