Maximizing Agents’ Productivity by Integrating Dynamics 365 Online with Avaya CTI

To flourish in this ever-evolving industrial landscape, the contact center has to be technologically advanced and flexible. Customers want to connect with agents and stay loyal to brands that take an extra step to meet their needs and offer exceptional customer experience.

According to a report by SNS Insider, “The size of the Customer Experience Management Market was valued at USD 13.4 Billion in 2023. It is expected to hit USD 47.83 Billion by 2032 and grow at a CAGR of 15.2% over the forecast period of 2024-2032.”

The data shows the importance of customer experience for business growth in the upcoming years. Therefore, businesses do everything possible to go that extra mile. They use the best business applications and advanced telephony systems to build an impactful image and offer impeccable customer service. But, sometimes it becomes challenging to fulfill customers’ expectations because of using multiple applications at once without integrating them.

Let’s understand this through an example – A customer calls a credit card contact center agent and inquires about his monthly EMI deductions. He asks, “How many more EMIs are left and what is the interest rate on those EMIs?” He wants the agent to respond instantly and the agent wants the same.

However, the response was delayed because the agent had to toggle multiple screens and use different software to know the required information and respond. The late reply left the customer on hold for a long, this increased frustration and impacted the agents’ productivity. The scenario could be completely different if the CRM and the telephony were linked through a Smart CTI connector. Let’s know this through Avaya Integration with Dynamics CRM.

Benefits of Avaya Integration with Microsoft Dynamics CRM 365

When MS Dynamics 365 is linked to Avaya, through a CTI connector customer interactions become seamless. This integration improves the flow of information between these systems, offering a clear view of customer interactions.

Agents can access customer data instantly on a single screen, allowing them to provide personalized and quick responses. When agents understand customers’ queries clearly through the available automated information they can have more contextual and engaging conversations with the callers.

Instant and personalized interactions make customers feel more valued and connected with the brand. It improves customer satisfaction, enhances the customer service experience, makes agents more productive, and ultimately leads to business growth. This integration benefits in many ways, some of which are noted below.

• It automates workflow, reduces manual efforts, and boosts agents’ productivity with operational efficiency.
• With Avaya and Dynamics 365 integration, businesses make data-driven decisions and effective strategies using real-time analytics obtained from the integrated systems.
• The unified data generated after integration allows businesses to keep information accurate and updated across CRM and contact center systems.
• It offers multi-channel support that allows agents to provide instant assistance on various channels, like – SMS, social media, email, chat, and call, using one screen.

How Avaya-Dynamics 365 CTI Integration Boosts Agents’ Productivity

Connecting the contact center telephony system with CRM or ITSM software through CTI Integration improves agents’ productivity. It benefits agents in the following manner.

• Access customer information on a single screen.
• Use call control features that reduce the Average Handling Time (AHT).
• Help agents close the call early on a positive note.

Along with this, CTI integration boosts agents’ output in many other ways, as mentioned below.

Saves Agents’ Time and Effort

There was a time when CTI Integration was not implemented in the contact center and agents used to answer the call without any prior context. They had to do a lot of manual tasks and spend their precious time and effort doing repetitive tasks, like – asking the same questions from customers, noting details manually, etc. This time-consuming process frustrates customers and deteriorates the brand image.

Avaya integration with Dynamics CRM using Smart CTI is highly time-saving. After CTI integration agents access relevant customer information instantly through features like screen-pop. It gives them a clear context of the conversation and allows them to have an engaging and personalized conversation that ultimately boosts their productivity.

No More Siloed Operations

Many times in a contact center agents struggle to answer the same questions asked by callers frequently. The reason for this can be departmental silos, which means someone in the team knows the answers but hasn’t shared them with other team members and departments. It causes slow operation and inefficiency because of a lack of collaboration.

However, it can be resolved by Avaya and Dynamics 365 integration. Linking these software promotes smooth collaboration within the team. Agents can get instant supervisory assistance by initiating conference calls with the customer and supervisor. With this integration, they can transfer the call to the relevant departments if needed. With departmental assistance, agents can resolve customers’ queries easily on time and handle other cases more productively.

Improves Agent Experience

Agent experiences impact the quality of customer service directly but we overlook it while focusing on customer experience in the contact center. However, agent experience is a crucial aspect of the contact center, and ignoring it hampers agents’ productivity.

One of the best ways to keep agents productive and happy is to integrate the Microsoft Dynamics CRM with the telephony system. Dynamics Avaya integration reduces manual tasks, streamlines the workflow, and allows agents to focus on other crucial tasks.

Conclusion

Take your agents’ productivity to the next level by integrating Avaya with Dynamics 365 CRM using the Smart CTI connector offered by NovelVox. It keeps agents’ output up to the mark and seamlessly integrates with your CRM and telephony system. So, meet the demand of the evolving market and beat the competition with technologically advanced contact center solutions.