Microsoft Dynamics CRM Integration with Cisco Finesse Agent Desktop

Empower your agents to deliver customer-centered interactions by integrating Cisco Finesse Agent Desktop, UCCX/UCCE with Microsoft Dynamics.

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Simple Integration

Cisco Finesse Agent Desktop provides seamless integration with MS Dynamics to offer contact center agents with enhanced tools and features. It enables agents to provide experiential customer service. It also provides integration with UCCE/X and PCCE.

Get standard features like call statistics, agent statistics and call control gadget
Seamless Cisco MS Dynamics integration with Cisco Finesse Agent Desktop
Boost agent-customer interaction

MS Dynamics with Cisco Finesse Agent Desktop

Unified Customer Details

Deliver the customer the service that they expect by integrating Cisco Finesse Agent Desktop with Microsoft Dynamics CRM. It will assist agents in offering seamless customer experience by providing a single screen view of the customer info.

Single pane of glass view
No need for screen juggling to fetch required information
Improve call resolution with reduced AHT

Know the caller

Know who is calling prior to answering the call with screen pop. Agents can access all the caller details to start by greeting the caller with his/her name and jump straight to addressing the issue/concern at hand.

View caller info as soon as the call gets connected
Address caller with first name
Change screens as per IVR inputs

Modify Agent Desktop

Provide agents with optimized industry-specific agent desktop with Cisco Finesse Agent Desktop integration with MS Dynamics CRM. Modify the desktop view easily as per the business needs using Drag & Drop Designer tool. Get the maximum result by using our available pre-built gadgets.