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Microsoft Dynamics CTI Connector for Avaya Contact Center

Drive exceptional agent performance with Microsoft Dynamics 365 CTI integration for Avaya
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Ms Dynamics Avaya CTI Connector
14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Redefine Agent and Customer Experience
with MS Dynamics CTI Connectors

Leverage our Smart CTI Connectors for Avaya to optimize customer service delivery. Enable agents to access customer information and manage calls from an embedded CTI screen within MS Dynamics, improving key performance indicators and ensuring customer satisfaction

Enhance Caller Interactions within MS Dynamics

NovelVox offers CTI integration for Avaya, which helps drive a seamless and consistent customer interaction experience by equipping agents with an embedded interface into the MS Dynamics environment.
  • Consolidate customer data into a single CTI interface for integrated workflows
  • Drive personalized conversations with custom screen pop, screen transfer, etc.
  • Equip agents with intuitive call controls like click-to-dial, configurable speed dials, conference, etc.
avaya cti integration with dynamics crm
avaya microsoft dynamics integration

Supercharge Agent Efficiency with Productivity Add-ons

NovelVox offers a comprehensive set of productivity tools fully compatible with MS Dynamics CTI Connector. Designed to streamline workflows and enhance agent performance, these tools are specifically developed to amplify agent efficiency with an integrated view of data.
  • Create, organize, and share information with an intuitive and user-friendly Knowledge Base
  • Configure easily with a Case Management tool
  • Enable agents to get immediate insights into their performance with innovative Agent Dashboards

Seamless Support Operations with Ready Integrations

Boost agent performance by combining Avaya’s operations with MS Dynamics through NovelVox integrations, available for over 75 business applications – including ticketing, core systems, database, etc.
  • Maximize Microsoft Dynamics 365 capabilities by integrating additional third-party applications
  • Supports Avaya Aura AES
  • Configure unique workflows with triggered action in MS Dynamics
avaya dynamics crm integration

FAQ

Computer telephony integration is a contact center technology that allows connecting a contact center’s phone system with a CRM or ITSM application. Here, the phone system is Avaya and the application to be integrated is Microsoft Dynamics 365 CRM. The integration enables agents to access call controls and actions from Avaya phone systems inside MS Dynamics CRM, which reduces Average Handling Time and improves customer satisfaction.
Currently, omni-channel support is enabled for only Genesys and Amazon Connect telephony systems.

Productivity add-ons are optional gadgets from NovelVox designed to improve agent productivity with integrated data. The gadgets include a Knowledge Base, Case Management application, and an interactive Agent Dashboard. One can easily embed these gadgets (one or all) inside the CTI interface, for streamlined workflows and improved productivity.

The CTI connector currently supports integration with Avaya Aura AES.

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.

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