Can anyone recommend a good telephone integration component that integrates with Dynamics 365. The client is looking for the phone to ring and a dynamics 365 contacts/account screen to pop open based on the phone number. Alternatively, a list of matching contacts/accounts will be displayed when more than 1 record matches the calling number.
Preferably the component will be Microsoft and Cisco certified.
Thanks for your help.
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Check this thread... has some CTI providers mentioned.
community.dynamics.com/.../248175
hope this helps
Regards,
Pranav
Hi ,
I have implemented CTI using HTML web resource .
if the call centre guy can pass the phone number to your crm webresource url , then you can easily pop the particular record .
I mean ....call hits the dialer --> Number gets passed to the HTML resource --> CRM record pops up.
Are you looking for a phone system or a CTI solution?
Our office has been using Avaya as our phone system and Tenfold as our CTI. It has worked for us and our reps have been more efficient/effective.
Tenfold has an easy-to-use floating UI (screen pop) that displays relevant customer/prospect information. It has also a feature that enables you to quickly save a new record (if there are no matches) or add the number to an existing record (if there is a match).
Here's their MS Dynamics integration link: www.tenfold.com/.../dynamics
There are a few vendors that support contact center integration for Dynamics 365. My company is one of them. We're both Cisco and Microsoft certified. You can check out our AppSource listing at https://appsource.microsoft.com/en-us/product/dynamics-365/amc-technology.f331ff54-ae40-46c6-a94c-d16b08b46908?tab=Overview
Please let me know if there's any way I can help further.
Kind Regards,
Tony
www.amctechnology.com
Hi, we use Dynamics Telephony and it works exactly as you describe. We were able to configure the multi-match screen to show the exact fields we needed to differentiate the matches. It also has click-to-dial. www.dynamicstelephony.com
Hi, have you found what you needed? An update on this would be greatly appreciated.
if customer call to customer care, case should be created automatically in crm.
if anyone done above scenario, Please provide me sample code or documents.
Thanks in advance.
kranthimsd@outlook.com
Regards,
Kranthi.
Hi Kranthi, This can be done, but I'd need more information to provide specific advice. What phone system are you using and do you want a case to be created automatically for an agent using Dynamics or even when agents aren't using CRM (for example, creating a case in the background without UI)?
Hello! If you're still searching for a solution, I recommend that you check out Tenfold. Our product supports integration to over 100+ phone systems, so there's a high possibility that the phone system you're using can be integrated with Dynamics 365. Tenfold has a screen pop feature that shows relevant caller information at the moment of interaction. It can also pull up a list of matching records when there are multiple matches or you can easily create a new record when no match is found. www.tenfold.com/.../microsoft-dynamics-365
Hello Tony, we are looking for similar solution. We are looking for Avaya or Skype integration. Is it possible without Agent coming into picture. How it can be done ?
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