Microsoft Dynamics CTI Connector

Integrate Microsoft Dynamics 365 CRM with your telephony system for exceptional CX.
14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Ingest Call Controls into MS Dynamics
for Smoother Customer Service

Save agents from juggling between the telephony system and Microsoft Dynamics 365 while handling live interactions. Leverage our Smart CTI Connector to bring key call handling controls into MS Dynamics CRM online or On-Prem environment for improved agent efficiency and caller experience. Ready integrations available for Cisco, Avaya, Genesys, and Amazon Connect phone systems.
Plug & Play

Plug & Play

Plug into Microsoft Dynamics CRM to enable effortless call handling experience for agents
Personalized Service

Personalized Service

Drive personalization with contextual screen pop and win higher customer satisfaction
Optimized Costs

Optimized Costs

Save on service costs with a unified CTI interface enabling faster resolution of queries

Streamline Call Operations with
Smart CTI Connector for MS Dynamics

Make agents more productive by empowering them with powerful call handling controls right inside MS Dynamics. Resolve queries faster for improved caller experience with unified agent interface

Personalize Caller Experience

Boost agent productivity with embedded call controls inside Microsoft Dynamics. Resolve calls faster with custom screen pops that trigger based on unique actions triggered in MS Dynamics.

Seamless Omni-channel Integration

Configure digital channels beyond voice to seamlessly handle omni-channel interactions within the MS Dynamics screen, significantly improve agent efficiency and customer experience.

Agent Productivity Gadgets

Supercharge agents efficiency by offering quick access to productivity tools from NovelVox. Pre-built plug-ins empower agents with an integrated view of KPIs and performance data for increased agent productivity

Optimize Team Performance

Allow supervisors to leverage the Smart CTI interface for monitoring agents and call interactions in real-time. Enable stronger team management while improving agent efficiency and customer service experience seamlessly.

Custom Integrations for MS Dynamics

Unify data from additional third-party applications to enhance support operations efficiency and elevate agent experience. Readily connect core-industry apps and backend systems to enable effective process automation within MS Dynamics.
CTI Connector

FAQ

A computer telephony integration technology that lets you connect your telephony system with the MS Dynamics environment. The Microsoft Dynamics CRM integration equips agents with key call controls and caller information within Microsoft Dynamics screen, which ensures seamless call handling with better AHT and CSAT rates.
Standard integrations include seamless integration with leading phone systems including Cisco, Avaya, Genesys, and Amazon Connect. However, one can also go for custom CTI integration offering additional integration with third-party applications. Get in touch with our solution experts to discuss in detail.
The embedded call controls inside MS Dynamics allow agents to handle queries faster. The unified CTI interface saves agents from unnecessary screen toggling while improving customer experience with more connected and contextual conversations. To know more about such benefits, click here.

Supported telephony versions for MS Dynamics CTI Connector are as follows:


S.No

ACD

Supported Versions

1

Cisco

UCCE, UCCX, UCM

2

Avaya

Avaya Aura AES

3

Genesys

PureEngage, PureConnect , PureCloud

4

Amazon Connect

Amazon Connect CCP Panel

What our customers say

Mohammed Yasin

Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.

Mark Coleman

We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.

Tim Nicholas

NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.

Audrey Hill

I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.

Managed Services

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Dedicated Customer Success Manager

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