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What exactly does CTI mean for Dynamics 365 users?

If you and your business use a Dynamics 365, then you already know it is a great solution for a range of different business needs. Sometimes, however, the CRM itself may not be enough. Which is where integrations come in. For now, we’re going to be focusing on one in particular – Computer Telephony Integrations, or CTI for short.

With CTI, you can access more detailed reporting, advanced automation, efficient functionality, customer feedback surveys and a host of other features that will make your life easier.

CTI, or Computer Telephony Integration for the technical ones among us, allows computers to not only interact with a phone system, but move control of your calls to Dynamics 365.


What are the benefits?

There are a whole host of benefits to implementing a CTI, for both the business and the users. Here are just a few:


Know who is calling you - screen pop

To put it simply, your customers details will pop-up on your screen before you answer the call allowing you time to review the callers profile, its history etc and you equipped with the information that allows you address the caller in the appropriate manner. No time wasted, asking questions that will help you find the contact in Dynamics 365 and more importantly no frustrating your callers asking information about their previous correspondence.


Make calls directly from Dynamics 365

To put it simply, being able to make calls directly from Dynamics 365 will make life easier. No more having to manually input numbers, so you immediately save time on every call you make.


Utilize the tools you already know

Learning how to use a new platform can be difficult and time-consuming. The beauty of integrating your phone system with Dynamics 365 means that you don’t have to relearn a new system. Everything already works within Dynamics 365, which you already understand how to use. An integrated platform also means all your data, including your telephone statistics are stored in the same place i.e., in Dynamics 365. All reporting, metrics or analytics can be viewed in Dynamics 365 dashboards and reports.


Save all call notes, data and recordings in one place

An integrated phone system will save all call statistics and notes directly into Dynamics 365. This creates just one place to look for everything you need. This takes away the need to check in multiple locations for necessary details about your calls. This will also help to keep your customers happy, knowing they won’t have to repeat themselves the next time they call.

A link in Dynamics 365 to your call recording system, allows your agents to listen to call recordings directly from Dynamics 365.


Automatic callback set-up

No more sticky notes to remind you to call a customer back!. If you get busy, no answer, a CTI solution will automatically scheduled a call back to the customer in a pre-defined amount of time. After “x” of callback attempts the number can be removed from the call-back schedule.


Deliver a greater customer experience

With everything saved in one place, communication with your customers is seamless across multiple platforms and channels. Saving time on each call means users can focus their productivity where it’s most valuable. Having the ability to easily track and monitor call data allows you to better understand what your customers’ needs are, and better cater to them.


Leave pre-recorded voicemail message

Enhance your customer service with voice drop. Voice drop allows you to leave a pre-recorded message when you encounter your customer voicemail. The message can be left with the press of a button, allowing agents to move to the next call immediately, saving you valuable time. Pre-recording messages allows you to get your message across to your customers, the same message, in the same tone of voice enhancing your brand and customer service.


Dynamics Telephony is an "out the box" CTI application specifically designed for Dynamics 365 and is compatible with ALL telephone systems.

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