Contact can be integrated with third-party Customer Relationship Management (CRM) platforms to enhance the CRM capability provided to a company.
MS Dynamics integration allows the company’s agents to use the Contact within the MS Dynamics application. The agents continue to use MS Dynamics as their main environment, but can use the Contact to make and receive calls. Agents can initiate calls from within MS Dynamics by clicking on the contact’s telephone number in the contact page and, when they receive a call, the contact’s details will be automatically opened on screen for them, reducing the time needed by agents to manually search for information.
This online help describes how to integrate MS Dynamics with the Contact system.
The integration procedure involves three steps:
- Setting up the Channel Integration Framework application on MS Dynamics
- Configuring channel-provider settings
- Configuring contact forms.
| Note: Please refer to Microsoft Dynamics Integration Procedure for more information about the steps required. |