RE: Contact Center/ CTI features are you looking for in your research?
I'm not in shopping for CTI solution, but have implemented some solutions in the past. Most top asks that I've found:
* Screen Pop
* To be able to resolve the caller to relevant records (contact/account/lead)
* Call wrap-up, once the call completed, save the comments and store the phone call activity
* Ability to record the conversation for coaching purpose (the recording can be configured to be stored in a specific location -obviously not in Dynamics 365)
* Ability to configure the search criteria. e.g: phone number with & without country code, configurable phone number fields, ability to search for custom entity.
* Supports various telephony providers