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Integrating Dynamics 365 with telephony boosts productivity

Computer Telephone Integration (CTI) is a technology that enables the integration of telephone systems with computer systems. This technology allows businesses to automate their telephone processes, improve customer service, and streamline operations. CTI enables businesses to use Dynamics 365 to track calls waiting in the queue and get detailed call statistics. It also allows them to integrate their customer Dynamics 365 with their telephone system for better customer service and efficient reporting. By using CTI, businesses can ensure that they are providing the best customer experience possible.


CTI is important for businesses to implement as it provides several key benefits:
  1. Boosts Productivity: Integrating telephone with Dynamics 365 helps to streamline communication and automate call logging, reducing manual data entry and saving time on every call.

  2. Improves customer experience: Telephony integration allows for quick call transfers, call pop-ups and call logging in real-time, providing a seamless and efficient customer experience.

  3. Enhances data accuracy: Automated call logging and real-time updates ensure that all call data is accurately recorded and available in the Dynamics 365 platform.

  4. Increases collaboration: with telephony integration, sales teams can share information and collaborate on customer interactions, leading to more informed and effective sales decisions.

  5. Provides insights: Telephony integration with Dynamics 365 generates valuable call data and insights, allowing for improved call analysis and staff performance tracking.

  6. Enhances mobile accessibility: Integrating telephony with Dynamics 365 provides access to call data and tools from any location, allowing sales to be more productive and efficient while working remotely.

  7. Offers customization: Telephony integration with Dynamics 365 can be customized to meeting specific requirements of each business providing a tailored solution


In conclusion, CTI is a valuable tool for businesses looking to optimize their customer service operations and enhance the customer experience. With its ability to automate repetitive tasks, provide real-time visibility into call volume and agent performance, and integrate telephony data with Dynamics 365, CTI is a solution worth considering for businesses of all sizes. More information : www.dynamicstelephony.co.uk



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