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Microsoft Dynamics CTI Connector

Enable Agents to Work Directly Inside Microsoft Dynamics 365

Give agents direct access to contact center call controls within Microsoft Dynamics 365 so they can handle customer interactions faster, eliminate unnecessary screen switching, and stay focused on delivering efficient customer experiences.
The Microsoft Dynamics CTI Connector embeds 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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Simplify Customer Interactions with a Unified Agent Experience

Customer service teams often navigate multiple applications to handle a single customer interaction. Agents switch between their contact center platform, Microsoft Dynamics 365, and supporting business systems to access information, update records, and resolve customer requests.
The Microsoft Dynamics CTI Connector brings telephony controls directly into Microsoft Dynamics 365, helping agents stay focused on customer conversations while reducing navigation across systems.
By combining interaction controls and customer context within a single interface, organizations can improve agent efficiency, streamline workflows, and deliver more consistent customer experiences.

Key Capabilities

Embedded Call Controls in Microsoft Dynamics 365

Manage inbound and outbound interactions directly within Microsoft Dynamics 365 using an integrated softphone experience.

Automatic Screen Pop

Present relevant customer records automatically based on caller information, enabling faster customer identification and response.

Click-to-Call

Initiate calls directly from Dynamics contacts, accounts, cases, opportunities, and customer records without manual dialing.

Call Logging and Activity Capture

Automatically record call activity and interaction details within Microsoft Dynamics 365 to improve documentation and reduce after-call work.

Intelligent Customer Identification

Help agents quickly locate customer information and gain immediate access to the records needed to resolve inquiries efficiently.

Context-Aware Customer Service

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

Reduced Screen Switching

Keep agents within Microsoft Dynamics 365 throughout the interaction, minimizing application hopping and improving workflow efficiency.

Secure and Controlled Access

Support governed access to customer information while maintaining organizational security and compliance requirements.

Benefits of Microsoft Dynamics CTI Connector

Reduce manual effort by bringing interaction controls and customer information into a single Microsoft Dynamics workspace.

Enable agents to identify customers faster, access relevant information quickly, and complete interaction-related activities more efficiently.

Equip agents with the context needed to deliver personalized, informed, and consistent customer interactions.

Automatically capture interaction details and reduce dependency on manual updates and duplicate data entry.

Provide a familiar Microsoft Dynamics experience that simplifies training and improves day-to-day usability.

Built for Modern Contact Centers

The Microsoft Dynamics CTI Connector integrates Microsoft Dynamics 365 with leading contact center platforms, creating a streamlined agent experience that connects customer conversations with business processes.
Organizations can leverage their existing Dynamics investments while improving interaction handling, agent efficiency, and customer service operations.

Use Cases

Enable agents to access customer records, manage cases, and handle interactions without leaving Microsoft Dynamics 365.

Help sales teams engage prospects, manage opportunities, and log customer conversations directly within Dynamics.

Provide agents with immediate access to customer account information while managing payment discussions and service requests.

Equip support teams with customer context, service history, and interaction controls from a single workspace.

Why NovelVox

For more than 18 years, NovelVox has helped enterprises improve customer interaction workflows through purpose-built contact center integrations.
With hundreds of deployments across multiple industries and regions, NovelVox enables organizations to reduce operational friction, simplify agent experiences, and improve customer interaction outcomes through seamless integration between contact center platforms and business applications.
See Microsoft Dynamics
CTI Connector in Action
Discover how the Microsoft Dynamics CTI Connector helps agents manage customer interactions more efficiently while working directly inside Microsoft Dynamics 365.
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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

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Referral Program

Bring us more sales opportunities through referrals and get rewarded for every referral that becomes our customer.

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Get certified to include NovelVox products in your offerings and get a commission each deal when you resell.

Implementation Program

Develop your own integrations with NovelVox and get access to all our pre-built tools and proprietary solutions.

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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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