We’ve released a new integration with Microsoft! Microsoft Dynamics 365 Customer Service allows you to provide seamless, end-to-end customer service experiences within a single solution built on the Microsoft cloud. So, how does Invoco’s Call Tracking and Hosted PBX products work with the Microsoft Dynamics 365 Customer Service integration?

This integration will:
  • Do a lookup to your 365 Customer Service database and attempt to match a telephone number to a contact,
  • If we find a match and you’ve enabled desktop notifications, you’ll see a notification pop up on your screen with the caller’s name and number. Clicking on that pop up will take you straight into your Customer Service account with details of the call and a link to the call recording.
  • If we don’t find a match for the telephone number you’ll just see a pop-up notification with the caller’s number. If you’ve enabled automatic contact creation, we’ll create that new contact in the background and then send a second notification with a link to the newly created contact record.

Having Desktop Notifications turned off means that the same rules will still apply, but you just won’t have the pop-up. It will also display the caller’s name on your Invoco VoIP Phone, as long as you have the Contact Lookup feature enabled!

If the Microsoft Dynamics 365 Customer Service integration isn’t for you, check out the rest of our integrations.

That’s all for now! If you have any suggestions for us to work on in future, let us know!

Jez

Jez

Posted on: 18th June 2021