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Microsoft Dynamics 365 Customer Service Integration Release

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 Invocoรขโ‚ฌโ„ขs 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, youรขโ‚ฌโ„ขll see a notification pop up on your screen with the callerรขโ‚ฌโ„ขs 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 donรขโ‚ฌโ„ขt find a match for the telephone number youรขโ‚ฌโ„ขll just see a pop-up notification with the callerรขโ‚ฌโ„ขs number. If youรขโ‚ฌโ„ขve enabled automatic contact creation, weรขโ‚ฌโ„ขll 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 wonรขโ‚ฌโ„ขt have the pop-up. It will also display the callerรขโ‚ฌโ„ขs 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

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