Why integrate Dynamics 365 with your telephone system.

The simple answer would be to boost staff productivity.

When your staff have access to customer data on their fingers, the average call handle time (AHT) goes down. Also, this access to information improves the first call resolution (FCR) rates. Further, by handling swiftly, the average call abandonment rate comes down. All this combined adds to the Customer Satisfaction (CSAT) rate and improved customer service.

The landscape for customer service has transformed immensely. Businesses are under constant pressure to deliver exceptional customer service and maintain operational efficiency while at it. Dynamics 365 telephony integration system fulfills this need by offering a centralized platform to manage telephony activities and streamline communication processes. Dynamics Telephony does this by automating the call handling processes, eliminating manual data entry, and facilitating automated call routing, thereby helping businesses reduce response time, improve overall staff productivity, and boost customer satisfaction.

Whenever a customer calls, the integration application pulls up that caller’s information in Dynamics 365, thus, the agent gets to know who is calling through the basic details displayed like name, contact information, and the reason for the call through details such as last interaction history, additional notes added by previous agent, etc. popped on the screen.

Two o f many key benefits:

1. CTI integration can help your staff's reduce their call handling times.

2. The CTI integration allows businesses to gain an edge in delivering personalized services.

Key features & functionalities you should look for in a Dynamics 365 telephone integration:

Embedded Call controls

This feature allows agents to manage calls directly from within Dynamics 365 without the hassle of switching between tabs to access customer details.

Click to call

With this functionality, agents can easily initiate outbound calls directly from within their integrated software interface, simply by clicking on the phone number, eliminating the need for agents to manually dial the numbers.

Automated screen pop

Screen Pop functionality helps retrieve relevant customer information from Dynamics 365 systems and display it on the agent’s screen as soon as the call lands.

Call routing

The Call Routing functionality intelligently directs incoming calls to the most appropriate agents or departments based on predefined criteria such as caller identity, IVR inputs or caller preferences

Call Logging

With its call logging capability, the CTI Connector captures detailed customer information about incoming and outgoing calls including timestamps, duration, caller ID, etc. allowing businesses to maintain a complete and accurate record of all communication activities facilitating various aspects of customer service, sales, and performance analysis.

Summary

CTI integration helps businesses live up to customers expectations by empowering their to access real-time information, equipping them with the context they need to understand customers as soon as the customer calls. This swift access to customer details helps agents deliver personalized assistance to customers leading to better customer satisfaction and loyalty.

Dynamics 365 Integration Partner