Avaya Dynamics 365 Integration: Transform Your Customer Interactions

CTI technology is nothing new. It has been decades since its invention and since then not many modifications have been made to this piece of technology. Perhaps because a CTI connector is complete in its own right. Whether we talk about Avaya Dynamics 365 integration or take a different example. The idea remains the same.

A CTI connector helps bring the contact center telephony system and your CRM/ITSM together. This is pretty much the case with any CTI connector. The contact center framework or CRM might change, the functionality of a CTI connector remains the same.

Nevertheless, since this blog is about Avaya Microsoft Dynamics integration, we will discuss the topic accordingly.

So, without further ado, let’s talk about the CTI connector in the context of an Avaya contact center and Microsoft Dynamics 365 CRM.

Alright. So, there is an Avaya workspace which provides you with a complete contact center solution. And then there is Microsoft Dynamics 365, a renowned CRM to help you manage your customers. What an integration between the two will do is it will bring the telephony system of your Avaya contact center to your Microsoft Dynamics 365 CRM.

That means you will be able to make and receive calls directly from the Microsoft Dynamics screen. But that’s only one part of it.

Avaya CTI Integration with Dynamics CRM also enables a few key features in your CRM such as ScreenPop and Click to Dial.

ScreenPop shows you the most relevant customer information right on your CRM screen as soon as you make or receive a call. Thus, ScreenPop essentially helps you save time and effort that you would otherwise have to spend to find the right customer information and lead a contextual call.

So, every time you call your customers or receive a call from them, you get all the relevant information about them including their purchase history, the issue they are facing, their caller ID, and more popped up on your screen. This phenomenon helps you lead a more contextual call and drive more engagement. Not to mention, your customers show trust in you if they don’t have to repeat themselves.

Click to Dial is another feature that gets enabled with Avaya Dynamics CRM integration. Click to Dial, as the name suggests, is a feature that allows you to contact your customers with a single click.

Besides these features, a CTI connector can also offer additional features, depending on which option you choose. For example, some CTI connectors come with integrated knowledge base or supervisor support, extending the benefits of integration.

Why Should You Care About Avaya Dynamics 365 Integration

As suggested above, CTI integration can dramatically change the way you interact and converse with your customers. Firstly, it helps save your agents time and effort by saving them from juggling through different tabs and windows to find the right information.

Moreover, with complete call controls right at the agents screen, call handling is bound to be easier and more simplified. A CTI connector brings the entire call functionality such as Mute, Transfer, Hold, and more to your CRM. Lastly, you also get call logs fed into your CRM so you know who called, how long the call lasted, etc.

With the right CTI connector, you can also configure your digital channels to offer omnichannel engagement for your customers. A good CTI connector will also give you the option to integrate additional applications such as Knowledge Base, Case Management, and Agent Dashboard.

Conclusion

We hope this piece of content helped you better understand how a CTI connector works and why Avaya Dynamics 365 Integration is worth it. With a CTI connector in place, you can save time and cost while simultaneously enhancing agent productivity and customer satisfaction.

Pooja is a skilled technical writer and product documentation specialist at NovelVox. With her versatile writing style and deep product understanding, she excels at translating complex technical concepts into clear and engaging content.