Microsoft Dynamics CTI Connector

A powerful on-premise Computer Telephony Integration solution for Microsoft Dynamics 365 that’s unified, omnichannel-enabled, and tailored to match your unique business needs. Seamless contact center integration available for Cisco Finesse, Cisco Webex, Avaya, Genesys, Amazon Connect, Five9, Dialpad, Nice, Zoom, Dialpad, and 8×8.
MS Dynamics CTI Connector

Years of Expertise


Deployments in 20+ Countries


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, Webex, Avaya, Genesys, Five9, Dialpad, Zoom, 8×8 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

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


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:



Supported Versions






Avaya Aura AES



PureEngage, PureConnect , PureCloud


Amazon Connect

Amazon Connect CCP Panel

Learn More About Microsoft Dynamics CTI Integration
in Contact Centers:

Microsoft Dynamics is one of the most popular CRM in the contact center industry. However, there are a list of features that it is lacking and those can only be availed with integration. For instance, a CTI integration with your microsoft dynamics 365 CRM can help you transform the way you communicate with your customers. A CTI connector helps bring your telephony system and your CRM together, giving you the ability to connect with your customers without having to leave the CRM screen. 


CTI integration helps streamline connectivity and maintain consistency in conversations. For instance, if a customer who has already interacted with another agent at your contact center is calling you, you will get a fair idea of the situation they are in and what they have talked about so far. This helps you avoid having to ask your customers to repeat their issues again and again and lets you focus on resolving the issue as soon as possible. 


You also get the advantage of connecting with your customers directly from your CRM screen, thanks to the Click to Dial feature. 


Here’s how Microsoft Dynamics CTI integration can benefit your business:


⦿ Enhanced Efficiency:

With the telephony system embedded into your CRM, you maximize efficiency and productivity of your agents and let them focus on improving more important aspects of customer service, such as First Call Resolutions and Average Handling Time.


⦿ Improved Customer Service:

Keep your customers at the center of all your customer service strategy by enabling faster, more efficient, and actionable communication across the board. 


⦿ Increased Productivity:

With repetitive tasks automated and workflows established, agents have the time and resources at their hands to deliver impeccable customer service in volume. 


⦿ Enhanced Data Accuracy:

Up-to-date data records in your Microsoft Dynamics 365 CRM with a CTI integration. Experience accurate, error-free and prompt data solutioning, all in one, unified screen.


⦿ Comprehensive Reporting and Analytics:

Get detailed insights into call metrics, agent performance, and customer interactions, all in your CRM screen. Be on top of your game by analyzing trends, identifying bottlenecks, and making data-driven decisions for process optimization.


⦿ Increased Customer Satisfaction:

When agents are empowered, customers are happy. With a CTI connector in place, this statement couldn’t have been truer. Let your customers experience seamless issue resolution in record time. 


Elevate your customer service experience and redefine your CRM functionalities with Microsoft Dynamics 365 CTI integration. Embrace a new era of customer interactions that are intuitive, efficient, and deeply personalized.

Immerse yourself in exceptional customer service with Microsoft Dynamics 365 CTI integration for Cisco, a powerful solution that enhances both customer and agent experiences seamlessly.


Let each customer interaction speak for your holistic approach to customer service with Cisco Microsoft Dynamics 365 CTI Integration. Bring in Cisco telephony system to your MS Dynamics interface and take your MS Dynamics CRM functionalities to the next level. 


With a CTI connector in place, your communications are likely to be more consistent, empathetic, and most important, effective. You can simply make and receive calls and get instant context about the customer with ScreenPop. Moreover, your agents will be able to save time and effort that they otherwise spend on finding the right information and setting up the tonality of the call. 

Integrating MS Dynamics 365 CRM with Avaya Contact Center offers a strategic synergy that significantly enhances customer relationship management and contact center operations. This integration facilitates a seamless flow of information between the two systems, enabling a 360-degree view of customer interactions. Agents benefit from real-time access to comprehensive customer data, leading to more personalized and effective engagements. The consolidation of customer information from both platforms empowers agents to provide quicker and more informed responses, ultimately elevating the level of customer service.


The automation of workflows reduces manual efforts, enhancing overall operational efficiency. Additionally, real-time analytics gleaned from the integrated systems enable businesses to make data-driven decisions, optimize strategies, and identify new opportunities for sales and customer engagement.


Furthermore, the integration promotes a cohesive and consistent communication approach. With unified data, organizations can ensure that customer information remains accurate and up-to-date across both CRM and contact center systems. This consistency not only improves customer satisfaction by avoiding discrepancies but also empowers sales teams to identify and capitalize on upsell and cross-sell opportunities. The multi-channel support provided by the integration accommodates various communication channels, such as voice, email, chat, and social media, offering customers a seamless experience regardless of the platform they choose. 


Ultimately, this integrated approach is scalable and flexible, capable of adapting to the evolving needs of the business, while also contributing to cost savings through improved efficiency and streamlined operations.

It goes without saying that seamless communication and convenient access to data helps a great deal in improving your First Call Resolution and Average Handling Time. These two are the major KPIs that any contact center would want to improve. And it can be done with a simple integration. Microsoft Dynamics 365 integration with Genesys contact center brings you the best of both worlds: A faster and easier way to communicate with your customers and convenient access to all the relevant customer information in a single, unified window. 


So, your agents can focus more on genuinely helping out the customers and establishing a long-lasting relationship and less on jumping through windows and trying to get a cohesive picture of every conversation. 


What that means is a swift approach to all the customer interactions and faster resolutions. A win-win situation for your agents and customers. 

Let your agents make the most of your Microsoft Dynamics 365 CRM by integrating it with your Amazon Connect contact center telephony system. Equip your agents with the superpower of convenience and speed. Microsoft dynamics 365 integration with Amazon Connect brings telephony features right to your CRM interface, allowing you to make and receive calls to your customers without having to leave the CRM screen. 


Moreover, every time you make and receive calls, your agents get quick and complete access to relevant customer information right on their CRM screen. This helps them lead a more personalized and contextual call, infusing trust in your customers. 


When agents are empowered, customers are happy. Experience ease like never before with Microsoft Dynamics 365 CTI integration with Amazon Connect

Transform Microsoft Dynamics CRM to Streamline All Your Customer Interactions with Smart CTI Connector

Ready to uplevel your customer experience and convert more leads?

Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals

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