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Microsoft Dynamics Avaya CTI Integration

Enable Avaya Agents to Work Directly Inside Microsoft Dynamics 365

Give agents direct access to Avaya call controls within Microsoft Dynamics 365 so they can handle customer interactions faster, eliminate unnecessary screen switching, and stay focused on delivering exceptional customer experiences.
The Microsoft Dynamics Avaya CTI Integration embeds Avaya telephony capabilities directly inside Microsoft Dynamics 365, allowing agents to manage calls, access customer information, and complete interaction-related tasks from a single workspace.
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Enable Avaya Agents to Work Directly Inside Microsoft Dynamics 365

Simplify Customer Interactions with a Unified Agent Experience

Customer service teams often switch between Avaya, Microsoft Dynamics 365, and multiple business applications to handle a single customer interaction. This constant navigation slows response times, increases manual effort, and impacts agent productivity.
The Microsoft Dynamics Avaya CTI Integration brings Avaya call handling capabilities directly into Microsoft Dynamics 365, enabling agents to manage customer conversations and access critical information without leaving their CRM.
By combining telephony controls with customer context in a unified interface, organizations can streamline workflows, improve agent efficiency, and deliver faster, more personalized customer service.

Key Capabilities

Embedded Avaya Call Controls in Microsoft Dynamics 365

Manage inbound and outbound calls directly within Microsoft Dynamics 365 using an integrated Avaya softphone.

Automatic Screen Pop

Automatically display the relevant customer record based on caller information, reducing search time and enabling faster issue resolution.

Click-to-Call

Initiate calls directly from Dynamics contacts, accounts, leads, opportunities, and cases without manually dialing phone numbers.

Automatic Call Logging

Capture call details, notes, and interaction activities automatically within Microsoft Dynamics 365 to reduce after-call work and improve record accuracy.

Intelligent Customer Identification

Quickly identify callers and access complete customer information before or during the conversation.

Context-Aware Customer Engagement

Provide agents with immediate visibility into customer history, active cases, previous interactions, and account information while handling calls.

Reduced Screen Switching

Keep agents within Microsoft Dynamics 365 throughout the customer interaction, minimizing application switching and improving operational efficiency.

Secure and Reliable Integration

Support secure communication between Avaya and Microsoft Dynamics 365 while maintaining enterprise security and compliance requirements.

Benefits of Microsoft Dynamics Avaya CTI Integration

Bring Avaya telephony and Microsoft Dynamics customer information into a single workspace, reducing manual effort and simplifying interaction handling.

Help agents identify customers quickly, access relevant information instantly, and resolve inquiries more efficiently.

Equip agents with the context they need to provide faster, more personalized, and more informed customer service.

Automatically record call activities and customer interactions within Microsoft Dynamics 365, reducing manual updates and ensuring complete interaction histories.

Deliver a familiar Microsoft Dynamics experience that minimizes training requirements and helps agents become productive faster.

Benefits of Microsoft Dynamics Avaya CTI Integration

Built for Avaya Contact Center Environments

The Microsoft Dynamics Avaya CTI Integration seamlessly connects Avaya contact center solutions with Microsoft Dynamics 365, creating a unified workspace that simplifies customer interaction management.
Organizations can continue leveraging their existing Avaya and Microsoft Dynamics investments while improving agent efficiency, streamlining workflows, and enhancing customer engagement.

Use Cases

Enable agents to manage customer calls, access account information, and update cases directly within Microsoft Dynamics 365.

Allow sales teams to place calls, manage opportunities, and log customer conversations without leaving Dynamics.

Provide support teams with immediate access to customer records, service history, and interaction controls from a single interface.

Help agents efficiently manage payment discussions, customer accounts, and follow-up activities with complete customer context.

Why NovelVox

For more than 18+ years, NovelVox has helped enterprises simplify customer interaction management through purpose-built contact center integrations.
Our CTI integrations connect leading contact center platforms with enterprise business applications, enabling organizations to reduce screen switching, improve agent productivity, and deliver more efficient customer experiences.
See Microsoft Dynamics
Avaya CTI Integration in Action
Discover how the Microsoft Dynamics Avaya CTI Integration helps agents manage customer interactions more efficiently while working directly inside Microsoft Dynamics 365.
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  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
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  • About Yourself

Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
  • 18+ Years of Experience
  • 1000+ Deployments in 20+ Countries

In a hurry?

Connect with us right away through instant chat.

  • (928) 864-5100

Explore CTI Connector Solutions

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