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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unified Service Desk
Microsoft Dynamics CRM (Archived)

Unified Service Desk

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Posted on by IbrahimOweidat 45

hi all,

Am doing some search regarding Unified Service Desk about how we can integrate with call center. I want to automatic popup/display the record when the agent receive the call for, example to show the contact record for the caller. Is it applicable ? Can Unified Service Desk do that?

with regards.

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  • Suggested answer
    ansrikanth Profile Picture
    ansrikanth 3,115 on at

    Unified Service desk OOB - Almost No, Except your CTI application has the ability to send messages to the generic listner provided by MS.

    But, based on your CTI Provider, it is definetly possible to integrate with USD.

  • Suggested answer
    FLB3 Profile Picture
    FLB3 on at

    Hi Ibrahim, AMC Technology provides out of the box integration for USD with cloud telephony and the traditional on-premise telephony. We do this by matching the callers ANI (phone number) to the record, additionally any information that is passed by the IVR and as is located on the account or contact we can screen pop on that variable as well. Additionally on top of the phone integration we have an Omni Channel routing engine that we built in house that allows you to have Queues assigned to specific agents based on skill-set and or business groups like sales, support, etc.. From doing this we can push enable entities from dynamics like Leads and Cases so the agents don't have to pull them themselves.

    Please feel free to reach out to us by email TeamMicrosoft@Amctechnology.com

    Here are 2 videos of how we integrate telephony with USD & our omni channel - -telephony

    -omni channel

    Freddie Branch

    Product Specialist- Team Microsoft

  • Suggested answer
    FLB3 Profile Picture
    FLB3 on at

    Hi Ibrahim, AMC Technology provides Out Of Box integration for USD with cloud telephony and the traditional on-premise telephony. We do this by matching the callers ANI (phone number) to the record, additionally any information that is passed by the IVR and as is located on the account or contact we can screen pop on that variable as well. Additionally on top of the phone integration we have an Omni Channel routing engine that we built in house that allows you to have Queues assigned to specific agents based on skill-set and or business groups like sales, support, etc.. From doing this we can push enable entities from dynamics like Leads and Cases so the agents don't have to pull them themselves.

    Please feel free to reach out to us by email TeamMicrosoft@Amctechnology.com

    Here is an video of our OOB product - www.youtube.com/watch

  • FLB3 Profile Picture
    FLB3 on at

    Hi Srikanth, I recommend you to check out AMC Technology's solution mentioned in the comment below as it is an Out Of Box product that integrates to numerous CTI's and their many versions. (Avaya/Cisco/Aspect/Amazon Connect/RingCentral/Skype 4 Business/And the potential to integrate others) Contact Canvas works with both Dynamics web D365/USD + an omni-channel routing engine as well for. However I do agree and believe a generic CTI-listener can have benefit if the CTI solution you are using is for a small subset of users/business 10-30 per say or If the CTI solution is not a major vendor.  

  • HowlingWolf Profile Picture
    HowlingWolf 95 on at

    Hi Freddie,

    Can you send me some more information on the AMC (pricing, integration, training...). Is this solution available for the instances outside the US?

  • FLB3 Profile Picture
    FLB3 on at

    Hi HowlingWolf, We do offer integration with instances outside the US. Can you send me your business email where I can best reach you on. 

    Thanks,

    Freddie

  • HowlingWolf Profile Picture
    HowlingWolf 95 on at

    Hi Freddie, I am already in touch with Tiffany from AMC. Have send you the contact details as well.

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