CRM integration with hosted telephony (VoIP)

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Hi all

We have a new phone system using VoIP with the handset Yealink T23G. We would like to integrate this with our Microsoft Dynamics CRM so that users would be able to at least:

- Record call activity

- Create new leads/opportunities from calls

- Add call activity to an existing opportunity/lead

- Click-to-call

So far we have looked on forums and have tested Tenfold, Camrivox's Flexor and will be testing Dynamics Telephony but just wanted to know if you have tried any other vendors and what your thoughts are on them? Ideally we would like to use a vendor that is easy to integrate (like a web-browser plugin) or if any of you have created custom APIs to link phones to CRM, feel free to let us know as well!

Thanks all

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BadrinathB 970 on at

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We have done using Avtex interactive Sync tool. Below is the link which will give more information.

www.avtex.com/.../InteractionSync-overview.ashx

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Inogic 682 on at

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Please check below link. Hope this helps for you.

https://technet.microsoft.com/en-us/library/dn646899.aspx

Thanks,
Sam

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Neil Parkhurst 10,727 User Group Leader on at

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I believe INOGIC has suggested you review Unified Service Desk. That is certainly an option worth looking at. Especially if you are working in a contact center environment and likely to have other requirements. (Such as agent scripting and integrations with other line of business applications.)

As you question was specific to telephony you may find this post useful as I describe the concepts behind CTI integration with USD / CRM.

neilparkhurst.com/.../usd-cti-generic-listener

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Community Member on at

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Hello there!

For click to dial feature, you can try out Tenfold. It's a CTI solution that acts as a bridge between your phone system and CRM. It also offers integration for Salesforce and almost any VOIP out there. Here is a complete list of their integrations so you can have a look www.tenfold.com/.../voiplogic

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Community Member on at

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Did you find a solution for this ?

I am about to be put into almost this exact same predicament and wanted to know if you found a solution.

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Community Member on at

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How's the search coming along? Good to know that you're looking into different CTI vendors. Reading reviews online can help with the task, that's basically how we found out about Tenfold, we've been using them since 2016. Works great both for SMEs and larger orgs. What we liked most about it is although it's out-of-the-box, you can customize it according to the features you need. It's also a Chrome extension so took them less than 10 minutes to set us up; after-sales is also pretty responsive. Hope you find what works for you!

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