Avaya integration with dynamics CRM

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Posted on by Sabih Khan

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I was assigned a task to integrate Avaya System with the Dynamics CRM 2016 (On Prem). It will be great if some can let me know that if its possible integrating with Avaya. in short a little direction on this will be highly helpful.

thanks in advance

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nghieppham 4,755 on at

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Hi Sabih,

You can do that. You can look for the third party and use the add-on for integration. Please check this link www.avaya.com/.../avaya_customer_relationship_management_integration-gcc4792-02.pdf or this link for basic flow of CIT solution in MS CRM http://www.powerobjects.com/2013/04/22/integration-dynamics-crm-2011-and-avaya/

Or you can use the AIF framework and build your CTI solution. You can download the

MicrosoftDynamicsCRM2016UII.exeof MS CRM and see the sample code here to build your CIT solution. www.microsoft.com/.../details.aspx

You just build the CTI control base on UII framework and call the serverice form Avaya system to manage Inbound and Outbound call.

Regards,

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Community Member on at

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Sabih,

This company called MS CRM Addons has a tool:- http://www.mscrm-addons.com/Products/MSCRM2013/TelephoneIntegration/tabid/173/language/en-US/Default.aspx

In fact I am planning on using this with a similar set up in Jeddah, KSA.

Hope this helps.

Regards.

Gopi

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AnthonyUliano 455 on at

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Dear Sabih,

My company, AMC Technology, has a very good solution for Avaya and Dynamics. We've been partners with both companies for many years and we offer both USD-based and HTML5-based integration with Dynamics. You can find more information at http://www.amctechnology.com.

We are also offering a webinar this Friday (April 29th) on the topic of Dynamics and CTI integration. You are invited join if you'd like. You can register at: attendee.gotowebinar.com/.../5182492354367475457

Take care,

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

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Sabih Khan 140 on at

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Thanks for the invitation i ll surely attend it. and it will be great if you can share some technical and functional aspects regarding your offered product so that i can convince my company on it.

Thanks in advance. this is my personal Email: sabih53@gmail.com

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AnthonyUliano 455 on at

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Look forward to seeing you on the webinar. In the meantime, I'll send you a private message to follow-up on your requirements.

Take care,

Anthony

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Sabih Khan 140 on at

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but thar does requires using USD of Dynamics CRM ? i am looking for the solution that doesnt makes use of USD

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AnthonyUliano 455 on at

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Hi Sabih,

Good timing on your question.

AMC Technology offers both USD and non-USD versions for our integration. During the webinar this Friday I will discuss these two approaches and the benefits of each one.

I hope you can join us.

Regards,

Anthon X. Uliano

Founder/CTO

AMC Technology, LLC

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Sabih Khan 140 on at

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Do I need Avaya One-X Agent, in order to integrate with dynamics CRM. Actually my requirements are very specific, i.e. when the calls comes in from the customer and the agent receives it i need to show the "pop-up" and this pop-up is very much dynamic and specific to my customer needs. for Example A Pop-up will be displaying KB- Articles, or the POP-UP will give the capability to create the cases.

But evaluating the Avaya- One X Agent, it is a desktop application and it shows its own pop up, and integrating with it ... can just store some records in my Dynamics CRM. But according to my requirements I need very customizable and dynamic POP-UP

My Question is do i still need Avaya- One X Agent or I need to create my Own CIT Solution ?

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AnthonyUliano 455 on at

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Dear Sabih,

AMC provides solutions for Avaya Avaya Aura® Contact Center (AACC), Avaya Aura® Application Enablement Services (AAAES) and Avaya Interaction Center (IC), so a One-X Agent is not required. Our HTML version is entirely browser based, and our toolbar is embedded within the Dynamics CRM user interface.

When a call is delivered into our toolbar, we launch the appropriate records based on a variety of customized searches. You can also drive to specific screens via our Agent Palette scripting.

We are happy to show you a demo. Please contact either myself at Anthony.Uliano@amctechnology.com or sales@amctechnology.com and we'll get you to the right person to help!

Look forward to working with you.

Kind Regards,

Tony

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

www.amctechnology.com

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Community Member on at

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Hi Sabih,

I would like to recommend a CTI solution that seamlessly integrates MS Dynamics to Avaya. The company name is Tenfold. They offer features such as click to dial, call pop up notification, advanced analytics and much more. You can sign up for free trial and request for a demo.

www.tenfold.com/.../avaya

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