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Suggested Answer
Mohsin Ali asked a question on 25 Mar 2015 8:49 AM

Hi All,

Is there any application available that can be used for call center? At pizza point, a client call and order for pizza. The time at which the client call and the time when the order is placed it should be tracked automatically in Dynamics CRM in Phone Call or Case entity.

Thank You,

 

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Suggested Answer
Wayne Walton responded on 25 Mar 2015 8:52 AM

Yes, that is CTI connectivity, and there are a lot of solutions on the market available.  They all depend on which phone system you have, and what you want to automate.

Beyond that, the Unified Service Desk is frequently a front-end for Dynamics CRM for call centers, and is frequently a place to do CTI integration to start that call with the CSR, and track the activity involved.

Reply
Suggested Answer
Wayne Walton responded on 25 Mar 2015 8:52 AM

Yes, that is CTI connectivity, and there are a lot of solutions on the market available.  They all depend on which phone system you have, and what you want to automate.

Beyond that, the Unified Service Desk is frequently a front-end for Dynamics CRM for call centers, and is frequently a place to do CTI integration to start that call with the CSR, and track the activity involved.

Reply