Efficient communication lies at the very heart of business operations. Customers want faster and more contextual responses to their queries without waiting in queues for long. However, with increasing call volumes, it becomes difficult to manage processes efficiently.
The traditional telephony system deployed in contact centers has limited flexibility and scalability in addressing huge call volumes. This becomes a big hindrance in meeting the ever-evolving customer demands.
While MS Dynamics CRM offers a centralized view of customer interactions, the obsolete telephony system makes it difficult to access customer information seamlessly. Further, accessing and updating customer details in the CRM can be a time-consuming and error-prone process.
To address these bottlenecks and meet customer expectations without burdening the agents, contact centers should automate their workflows by switching to integrated technology. The integration of CTI and MS Dynamics can help streamline business processes, enhance agent productivity, and improve customer satisfaction considerably.
They are software tools that enable integration between MS Dynamics 365 and other business applications. They can streamline and automate various business processes like sales, marketing, customer service, etc., allowing businesses to achieve higher levels of productivity and efficiency. This integration of different systems and applications can empower contact centers to deliver real value to their customers in a quick and efficient manner.
The MS Dynamics CTI integration allows agents to access various telephony features from within the Dynamics interface itself, allowing easier management of interactions. The integrated power of telephony and MS Dynamics empowers agents to resolve queries faster and personalize communications by displaying all customer information during calls. Furthermore, it facilitates agents to log call details for contextual responses in the future.
Dynamics 365 integration offers a range of benefits to organizations, enabling them to achieve their business objectives competitively.
Integrated Dynamics CTI boasts features like call transfer, call logs, etc. These features allow agents to pick up conversations from where the previous agent left them off - enabling contextual conversations. This also eliminates the need for customers to repeat their queries to multiple agents. Hence, saving time for both agents and customers & enabling meaningful engagement.
Dynamics CTI can free up agents' obligations for manual dialing. Agents can receive calls directly from their desktops, and the integrated telephony system allows them to place outbound calls. They are equipped with all call controls such as (answer, hang up, transfer, hold, mute, conference, etc.). Agents could thus focus more on high-value tasks such as strategic planning and customer relationship management.
The Dynamics 365 integration can let agents know who they are talking to, even before they pick up the call. A screen pop gives them access to detailed caller information (like name, phone number, email, account history, etc.) This renders fast access to customer history and allows agents to deliver relevant, personalized responses, thus reducing call handle times and improving customer experience.
While Dynamics CTI can leverage your organization's productivity, it is also essential to choose a suitable connector based on factors like- compatibility with your CTI system, support for the Dynamics 365 version, and ease of use. Competent CTI connectors have a user-friendly interface, offer excellent multichannel support, and are cost-effective.
Choosing the right connector for your MS Dynamics CRM can render it a competitive edge by simplifying workflows and enabling better agent & customer experience.
Author Bio:Himanshu is a competent Digital Marketer who is well-versed in the nuances of his field. His ingenious marketing strategies and able leadership have helped NovelVox achieve incredible heights. With his creative and indefatigable spirit, he has left an indelible mark in the lives of people.
