Invoco's Integration with Microsoft Dynamics 365 Customer Service

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 to deliver consistent, connected support across channels.

So what does Invoco’s Call Tracking and Hosted PBX integrations into 365 Customer Service do? Well, some pretty cool stuff actually…

This integration will:
  • Do a lookup to your Microsoft Dynamics 365 Customer Service database and attempt to match a telephone number to a contact,
  • If we find a match, you’ll see a desktop 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.
  • 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.

The notifications will look something like this…

 

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!

And if you’re using the Invoco Hosted PBX system, we’ll even send the caller information straight to your Invoco VoIP phone.

How to set up the integration between Invoco and Microsoft Dynamics 365 Customer Service…