Build vs Buy CTI Integrtaion Adapters for USD

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Posted on by VarunD

Dear Community

Does it make sense to buy an adapters for Telephony integration with Avaya or Cisco based PBX systems or build them using UII on USD with Dynamics CRM 2013.

I am looking for experiences from the CRM developers community on the ease and timeline to build such adapters with minimum functions - Call accept/deny screen, Contact screen pop up based on phone number.

Regards

Varun

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Max Fatouretchi 5 on at

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I suggest this all depends on your scenario and the given environment. What is it what you want to achieve and how much resources you have available, time-frame, skills and last not least the scope/volume/users/budget.

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Donna Edwards 2,996 on at

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In addition to what Max said, many have found it challenging to find CTI type adapters to purchase where the company provided good support and service. I generally prefer the buy vs. build approach because it is often more cost effective, better error handling, fewer upgrade issues, etc. However, with CTI, I've found finding good integration solutions a challenge.

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Dynamics Telephony Joe 35 on at

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I would agree that CTI is difficult and needs to be well supported, well designed for error cases which occur a lot in telephony. Dynamics Telephony (http://www.dynamicstelephony.com) is an out-of-the box integration for any PBX, including Avaya, Cisco and Lync. Oh and, they have been doing this for 15 years so well proven.

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Community Member on at

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Hi Varun, Did you make any decision on the approach to integrate Dynamics with CTI solution.

Appreciate if you could share your updates to help others.

thank you very much,

harihar

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AnthonyUliano 455 on at

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Dear VarunD,

I founded AMC Technology 20 years ago and we focus exclusively on CRM/CTI Adapters. We have support for Avaya AES, AIC, AACC, Cisco UCCE, UCCX, ICM, and Aspect UIP and CS on the CTI side and work with SAP, Siebel, Salesforce, Peoplesoft, and Dynamics CRM.

I started the company when I saw a company I was consulting struggle to build their CTI integration into SAP. I wanted to make it easier for companies to take advantage of CTI integration within CRM. I wrote a blog about it here...

http://goo.gl/sW4ocw

There's also a good link on our site that talks about Build vs Buy. You can find it here:

http://goo.gl/kUuoPu

Hope that information helps!

Regards,

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

www.amctechnology.com

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Community Member on at

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Hi Varun,

Tenfold is a CTI solution that integrates various phone systems to MS Dynamics. They offer features such as screen pop up, click to call, advanced analytics plus more. You can check them out on the link below, sign up for a free trial and see if this works for you.

www.tenfold.com/.../dynamics

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I agree with Max, it really depends on what demands you're looking at. You need to evaluate the pros and cons based on the factors like budget, user, scope and volume to name few.

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