Dynamics Telephony for Dynamics 365
Dynamics Telephony is a solution designed to integrate telephony capabilities with Microsoft Dynamics 365, allowing businesses to manage their customer interactions more effectively. By integrating telephony directly into the Dynamics 365 environment, users can make, receive, and log calls directly within their CRM system. This integration streamlines communication processes, improves data accuracy, and enhances overall customer relationship management.

One of the key benefits of Dynamics Telephony is its ability to provide a comprehensive view of customer interactions. By automatically capturing call data within the CRM system, businesses can easily track and analyze customer communications, ensuring a personalized and tailored approach to customer service.

Features of Dynamics Telephony for Dynamics 365

Dynamics Telephony enhances the efficiency and effectiveness of customer interactions by integrating telephony directly into the Dynamics 365 environment, providing a unified platform for managing customer relationships.
1. Click-to-dial

Users can initiate calls directly from within Dynamics 365 by clicking on a phone number within a contact or account record.

2. Call recording

Some solutions offer the ability to record calls for quality assurance, training purposes, or compliance with regulatory requirements.

3. Screen pop-ups

When receiving incoming calls, Dynamics Telephony can display relevant customer information, such as previous interactions or account details, to help agents provide personalized service.

4. Call logging

All call activities, including inbound and outbound calls, are automatically logged within the corresponding CRM records, providing a comprehensive history of communication interactions.

5. Reporting and analytics

Dynamics Telephony often includes reporting capabilities that provide insights into call volumes, durations, and other key metrics to help organizations optimize their communication strategies.

6. Integration with other Dynamics 365 modules

Dynamics Telephony can integrate with other modules within the Dynamics 365 ecosystem, such as Sales, Customer Service, and Marketing, to ensure seamless communication across departments.

7. Workflow automation

Workflow Automation features allow businesses to create workflows that trigger actions based on call events, such as sending follow-up emails or creating tasks for sales representatives.

Cleared Doubts: FAQs

Dynamics Telephony for Dynamics 365 is a tool that unifies your telephone system and Dynamics 365 in a single user interface. It simplifies your sales and service team’s workflow, reducing clicks, screens, and searches for up to 50% efficiency improvements.

Yes, Dynamics Telephony is compatible with all telephone systems, including Avaya, Cisco, RingCentral, 8×8, TAPI, SIP, and more.

Dynamics Telephony reduces the number of clicks, screens, and searches, leading to up to 50% efficiency improvements. It also auto-logs all phone activity in CRM and provides a progressive dialer based on CRM queues, which can increase the contact rate by 40%.

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