Microsoft Dynamics Cisco Integration: The Best of Both Worlds

Microsoft Dynamics Cisco integration brings you the best of both worlds: Easy calling features as well as simplified access to relevant customer information. But the major advantage of bringing Microsoft Dynamics CRM and Cisco telephony together translates for the agents. Here’s how:

Your contact center agents have the maximum pressure of maintaining the brand image. Since agents are in direct contact with the customers, they are expected to be on the top of their game all day everyday. Nevertheless, it’s not easy being an agent. Besides handling calls and resolving customer issues, there are a flurry of smaller tasks that the agents must take care of. Failing at any of these smaller tasks can send the customer in a hysterical fit, and, in turn, ruin the reputation of the brand.

Thus, your agents are always under immense pressure. And the best way to lift off the pressure from them and let them be on the top of their customer service game, you must make the best use of technology.

From a CRM to a unified desktop, there are a number of technologies out there that can help ease agents’ tasks. One such technology is the CTI Connector. A CTI connector is responsible for connecting your contact center telephony system with your CRM.

How does that help? Read on to find out.

The Workings of a CTI Connector

A CTI connector works by connecting your telephony system with your CRM or other third-party applications, essentially bringing the entire calling functions to the CRM screen. This integration brings much needed convenience and automation to the agents day-to-day. The integration also brings in a few features that can prove beneficial to the agent as well as the customer.

So, in case of Microsoft Dynamics Cisco Integration, the telephony functionalities of Cisco are brought to your Microsoft Dynamics CRM. This way, agents can contact customers directly from the CRM screen while having all the essential information at their disposal.

In order to understand the practical advantages of a CTI connector, let’s consider an example:

Let us imagine a Cisco contact center. Your agents are working here on Microsoft Dynamics 365 CRM. Every month you diligently work with each of the agents to improve their productivity and enhance customer experience. Nevertheless, at the end of the month, the reports say otherwise. Every month, you get to face a dip in major KPIs. And to make it worse, you can’t figure out the reason behind the dip.

Many contact center managers face this challenge. No matter how hard they work, the reports don’t seem to agree with them. This is because most contact managers are looking at the broader things when the answer lies in the finer details.

The amount of time it takes an agent to toggle through windows in order to find the right information might not seem like a major factor, but it is. In fact, any task that shifts the agents focus from helping the customer to anything else can, on a long run, severely affect the KPIs.

This is where Microsoft Dynamics Cisco integration comes in. You see, CRM and telephony systems are two of the most used technologies in a contact center. A CTI connector unifies them, potentially transforming how your agents contact your customers.

Benefits for the Agents

With a unified system, you get all the calling functionalities of your contact center directly on your CRM screen. This helps agents save time and effort that they put in finding and securing the right information.

A CTI connector will enable features like ScreenPop and Click to Dial among others.

ScreenPop, as the name suggests, pops all the relevant information about the customer on the CRM screen as soon as the agents make or receive a call. The ScreenPop feature can be customized to display the information that you would want to see such as caller ID, last purchase, recent interaction notes, and more. So, the agents don’t have to hunt for the information and can stick to delivering impeccable customer service.

Click to Dial is another important feature that allows agents to make a call with a single click. So, no more toggling through windows to find the caller ID and make contact with the customer.

Besides these features, a good CTI connector will also give your additional benefits with the help of third-party integrations. For instance, you can integrate your knowledge base or case management application with your CTI connector for a more holistic approach to customer service.

You can also customize the workflows as per your convenience and requirements.

All in all, a CTI connector is an essential component of a contact center and can prove to be extremely useful. With a CTI connector in place, you can objectively improve your reports as the minute details of customer service get sorted.

Not to mention, agents feel an incredible sense of relief with having their day to day tasks automated. And with additional integrations, agents feel empowered to deliver optimum customer service.

Benefits for the Customers

How does a CTI connector benefit customers?

For customers a CTI connector helps by bringing their relevant information to the agents. Agents greet the customers with their names and lead a more empathetic conversation with them since they are already aware of what issue the customer is facing, how long they have been facing it, as well as the last development around their issue.

And customers love being recognized, understood, and not having to repeat things.

Wrapping Up

To make the long story short, a CTI connector brings the telephony functionality of your contact center to your CRM, letting your agents make and receive calls directly from the CRM screen. It also brings in features like ScreenPop and Click to Dial for easy access to important customer information and easy call handling. Essentially, a CTI connector takes away a lot of manual tasks from the agents bringing in automation and streamlining customer service.