dynamics telephony overview 2016

Seamless Dynamics CRM telephony integration for all telephone systems

Dynamics Telephony Toolbar

Dynamics Telephony toolbar blends beautifully, and actually results in MORE space for Dynamics CRM

Embedded Telephony Controls

2. Inbound Call Controls 1. Pre screen pop notification

3. Lead/Contact/Account screen pop

Incoming Screen Pop –Single match

If only one matching item is found, the application assumes it is correct and it will select this item automatically. The underlying phonecall activity created for the call will be updated using the matched entity as the “From Party” of the phone call. Clicking on the CallTab will answer the call and the matching CRM entity will be displayed.

Incoming Screen Pop –Multiple matches

If more than one match is found, a list of matches is presented to the agent. The agent can click on the relevant one from the list to answer the call and navigate to that entity. If the agent is unsure which match is the relevant one, they can click on the CallTab to answer the call, and then after talking to the client, can decide which matching item to select.

Inbuilt Contact Directory

Directory can be set up for group Directory can be set up per person Shows presence if available from PABX

Custom Call Outcomes

Tracked & reported in the CRM

Call outcomes can trigger events e.g email, FAX

Call Outcome Settings

Shared lists of contact/account/lead/phone-call entities thatDynamics Telephony embedded CRM progressive dialler feeds to teams of users

Dynamics CRM Queues – Outbound Dialler

SOURCES

Web Leads

Email box

Marketing Lists

Renewals

Collections

Email

IM, SMS, Webform

Dynamics CRM Queues Agent Teams

marketing

sales

admin

sales

admin

supportsupport

Reporting

Comes with a suite of Dynamics Telephony Dashboards

Personal, real-time view of results progress through the Dialer List and projected completion time.

Agent Dashboard

- See all agents realtime status, including who they are talking to- Colour coded when thresholds exceeded.

Realtime Agent Status Dashboard

Call Activity Dashboards

CRM Dashboards show call activity

Architecturedynamicstelephony.com• Install Server• Licence Server

• Run locally• Telephony

toolbar• Tabbed

CRMbrowsing

• ANY Telephony - cloud or on premises• For Skype-for-business, TAPI, Cisco or Avaya, use Phone or Headset• For SIP, use Headset twinned with Phone

• CRM online, IFD or on premises• Dynamics Telephony entities• No modification of standard entities

All Features: http://dynamicstelephony.com/res/index.php/all-features/

Contact: Europe

Tel: +442034326850

Email: dt_sales@dynamicstelephony.co.uk

Website: www.dynamicstelephony.co.uk

Contact: US

Tel: +1 603 769 3041

Email: sales@dynamicstelephony.com

Website: www.dynamicstelephony.com