Amazon Connect CTI Connector For MS Dynamic 365

Description of the Offer:

The Octavebytes For Microsoft Dynamics 365 CRM CTI Connector for Amazon Connect integrates Amazon Connect with Microsoft Dynamics 365 to improve agent efficiency and customer service. By embedding the Amazon Contact Control Panel (CCP) inside Microsoft Dynamics 365, agents can manage calls (answer, hold, transfer, end) without switching applications. Customer calls are automatically linked to CRM records, ensuring up-to-date and accurate information.

This integration supports CIF2.0 and OmniChannel, allowing agents to handle interactions across voice, chat, and email in a unified platform. Flexible pricing options and 24/7 Octave Standard Support ensure businesses receive continuous assistance and scalability.

Key Features:

• Embedded Amazon CCP in Dynamics
  Agents can control calls directly within Microsoft Dynamics 365, reducing the need to toggle between platforms and improving workflow efficiency.

• Automatic Call Activity Linking
  Calls are automatically associated with the matched CRM record, ensuring accurate data logging without manual effort.

• Real-Time Agent Availability
  Agents can view available colleagues before transferring calls, improving call routing and reducing wait times.

• Agent State Management
  Agents can update their status (Ready, Not-Ready, Break) directly within Microsoft Dynamics 365, giving managers real-time visibility of agent availability.

• OmniChannel & CIF2.0 Support
  Supports multi-channel customer interactions (voice, chat, email) from a single interface, and integrates with other tools using CIF2.0.

• Flexible Pricing & 24/7 Support
  Includes flexible pricing options and 24/7 Octave Standard Support to minimize downtime and ensure continuous service.

Who Benefits:

• Customer Support Agents: Improve efficiency by managing calls and CRM data from one interface, reducing the need for manual data entry.
• Sales Teams: Access complete customer records and manage calls within Microsoft Dynamics 365, streamlining customer engagement.
• IT Teams: Simplified integration between Amazon Connect and Microsoft Dynamics 365, supporting business growth with scalable solutions.

Customer Pain Points Addressed:

• Inefficiency in Multi-System Workflows
  The integration eliminates the need to switch between multiple systems, saving time and improving productivity.

• Manual Data Entry
  Automatic linking of phone calls to CRM records ensures accurate logging, reducing errors and manual data entry.

• Ineffective Call Routing
  Real-time visibility into agent availability helps agents transfer calls more efficiently, reducing wait times.

• Limited Multi-Channel Support
  Supports OmniChannel interactions, allowing businesses to handle customer queries across various channels in one unified interface.

• Downtime & Support
  24/7 Octave Standard Support ensures that businesses have assistance available to resolve issues promptly, minimizing downtime.

Conclusion:

The Octave For Microsoft Dynamics 365 CTI Connector integrates Amazon Connect with Microsoft Dynamics 365 to enhance agent productivity, improve customer interactions, and simplify workflows. With features like automatic call activity linking, OmniChannel support, and 24/7 support, this solution helps businesses reduce operational costs, improve customer satisfaction, and optimize performance across multiple channels.