Dynamics Community Forum Thread Details

Which one to choose between - USD and CIF for the CTI (Computer Telephony Integration) with MS Dynamics 365?

I have been trying to find the best approach for Computer Telephony Integration with Dynamics 365.
I am looking for the two options - using USD (Unified Service Desk) and Channel Integration Framework (CIF).

The one difference between the both is - USD needs the installation on every machine, the call center operator is using.
But for CIF, that is not required, it is completely cloud based.

Are there any limitations of using CIF over USD?
Please help me choosing the best approach between the both.

I assume by CIF, you mean CIF 2.0 with Omnichannel for Customer Service / Omnichannel Engagement Hub. If so please refer to the link below and have a look at the section with the heading : "Isn’t that like Unified Service Desk?"

neilparkhurst.com/.../

And you could also refer to the following links

docs.microsoft.com/.../oc-introduction-agent-interface

docs.microsoft.com/.../oc-manage-sessions

docs.microsoft.com/.../choose-between-versions

In short CIF is not a replacement for USD. It depends on your scenarios and requirements.

If the Omnichannel Engagement Hub features are sufficient for your needs, you may not need USD.

But if your requirement is to have custom UIs, or to have complex scripted agent scenarios with multi-sessions, then USD is the best option for it as it is designed for enterprise scale call centers.

And you can actually deploy Omnichannel for Customer Service to USD, which allows take advantage of best of both worlds provided that you that you can afford using both solutions.

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