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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Which one to choose be...
Customer experience | Sales, Customer Insights,...
Suggested Answer

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

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Posted on by MSCRM 55 25

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 have the same question (0)
  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at

    Hi

    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.

  • Suggested answer
    Rahul Mishra Profile Picture
    Rahul Mishra 38 on at
    CIF Is the Modern, Microsoft-Recommended Route and the way to go according to your requirements. Its fully cloud native, embeds CTI directly within Dynamics 365, is faster to deploy, and comes with long-term support by Microsoft.

    If you are also seeking a plug and play CTI solution for Dynamics 365, reach out us at     novevox.com

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