Microsoft Dynamics CRM as call center

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Posted on by yehyaz

hello

is it possible in MS dynamics crm to know the caller id when a client for example calls ?

so when any client calls to immediately shows its personal information already saved, and to have an option to create a case or an opportunity just in a click !

thank you in advance

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Lema Salamov 440 on at

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You may check Unified Service Desk client for Dynamics 365.

technet.microsoft.com/.../dn646899.aspx

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PranavShroti 4,510 on at

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Hi, you need to have a CTI provider inorder to receive a call in CRM. Generally they will provide a JS component which will be visible on your CRM forms (Top, bottom left) which will be notified by CTI server component when a call is received. Now once server receives a call then it will search in CRM database based on calling number, if a match is found then it will pass the URL onto client component and that will launch the customer cart. If no match is found then it will open a CRM search screen.

you can also use same functionality in USD. The issue is you can't have USD on your mobile devices however a CRM solution will work on mobile browsers as well.

Regards,

Pranav

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Hi!

CRM can't integrate with external applications by default. But it is possible only with the custom application, which is wrіtten according to your requirement.

Hope this helps

Vlad

dynamicalabs.com

Disclaimer: Any post on this page provided "as is" without warranty of any kind and is for educational and information purposes only. We disclaim any liability arising from any reliance placed on any post

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Pranav is right. You need a CTI for that.

We currently use Tenfold as our CTI. It integrates MS Dynamics CRM with our phone system (Avaya). It has a click to dial feature and it automatically logs all our calls to MS Dynamics. It also has a floating UI (screen pop-up) that shows relevant customer formation, be it an inbound or outbound call. You can check Tenfold's integrations here:

www.tenfold.com/.../dynamics

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AnthonyUliano 455 on at

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Hi Yehyaz, There are a few vendors with support for CTI integration with Dynamics. My company, AMC Technology, is one of them. We have support for Avaya, Cisco, Aspect, Skype for Business, and just recently Amazon Connect. We support Caller ID, automatic activities, etc. Our solution can either be embedded in the Web application or in USD. Happy to help further with any information you may need.

Here's our listing on AppSource: appsource.microsoft.com/.../amc-technology.f331ff54-ae40-46c6-a94c-d16b08b46908

Kind Regards,

Tony Uliano

CTO

AMC Technology, LLC

www.amctechnology.com

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Yehyaz, it is possible with the help of CTI. If you're still in the market, you may want to take a look at our product as it does exactly what you had stated in your post. It's also compatible with 150+ phone systems in the market so feel free to check us out: www.tenfold.com/.../dynamics

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RahulMishra on at

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Hi Yehyaz,

In case you are still searching for a right CTI connector for MS Dynamics, check out NoveVox’s connectors. They are user-friendly, quite advanced, and fit perfectly with 8+ telephony systems. Take a look at the key features using the below link: https://www.novelvox.com/cti-connector/ms-dynamics/

Hope this helps!

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