How to amp up sales with Microsoft Dynamics 365 Connector?
Microsoft Dynamics 365 is a prominent CRM used globally. It simplifies workflow management by delivering superior operational efficiency, making contact centers even more productive. However, agents require something more to enhance the abilities of MS Dynamics to enhance their productivity levels and boost business — just like Batman needs Robin.
This is where the Microsoft Dynamics 365 CTI integration enters the picture. Microsoft Dynamics 365 connector plays a key role in helping deliver quantifiable value to the contact center and boosts overall revenue as well. Flip through the blog to find out how it can help contact centers boost their revenue.
Top features of Microsoft Dynamics 365 connector
Integrating the CRM with the telephony system happens through a CTI connector. This alliance brings the contact center telephony system to the CRM screen. With this, agents gain complete control over calling.
Here’s everything that a modern-day contact center acquires by implementing Microsoft Dynamics CRM telephony integration.
Screen Pops
When a call is received, the CTI connector for Microsoft Dynamics can trigger a “screen pop” on the agent’s computer, displaying relevant customer information or a script to guide the conversation. This helps agents provide more personalized and efficient customer service.
360-degree View of Customer Information
Fostering relationships with customers is the stepping stone to deliver a flawless customer experience. Agents can accomplish this smoothly by getting a 360-degree view of the customer’s profile through screen pops.
Methodical Call Routing
Freshdesk reported that on average, 53% of customers generally abandon the brand owing to impeding response from the customer service department. This can hamper the FCR and CSAT scores. Hence, integrating a Microsoft Dynamics CTI connector can streamline call routing.
It helps transfer the call to the rightfully skilled agent for prompt service. Furthermore, striking a balance between KPIs like AHT, FCR, and CSAT scores becomes a breeze.
Workflow Automation
By integrating telephony with business applications, CTI connectors for Microsoft Dynamics can automate certain workflows. For example, after ending a call, the system can automatically update customer records or trigger follow-up tasks.
How does the Microsoft Dynamics CTI connector boost sales?
Revenue generation, from a sheer business perspective, is one of the prime goals for contact centers. Integrating it can streamline operations, improve customer interactions, and elevate agent productivity levels.
Here’s a use case to get a hang of the Microsoft Dynamics CTI connector.
Also Read: Improving Revenue with Microsoft Dynamics CTI Integration
An established retail company has a contact center that handles large customer queries daily. By integrating a CTI connector for MS Dynamics, they improved on the pointers elaborated below:
Dynamic Sales & Upselling Opportunities
Integrating a CTI connector for Microsoft Dynamics helps agents identify the best cross-selling opportunities while interacting with customers. For example, if a customer inquires about a product, the agent can look up the customer’s previous interaction to recommend the right product. This practice contributes to increasing upselling opportunities.
Streamlined Call Routing
Microsoft Dynamics CTI connector can automatically route the call to the rightfully skilled agent. When a high-priority call comes in, it is transferred to the service representatives having access to the customer’s purchase/interaction history. Streamlined call routing improves first-call resolution and customer satisfaction scores.
Enhanced Customer Experience
As per a January 2024 report submitted by Freshdesk, 75% of customers remain loyal to brands that offer exceptional customer experience. Contact centers can increase their revenue by integrating CTI connectors for MS Dynamics. This becomes possible with the screen pop feature.
As soon as a call comes in, a screen pop appears containing customer information that can be customized as per agent requirements. This helps foster customer-business relationships by giving a personal touch to the interaction.
Increased Productivity
Agents can perform efficiently with integrated telephony features directly within the Microsoft Dynamics interface. Click-to-dial, screen pop-ups with customer information and automated call logging streamline workflows and minimize manual data entry.
Results
Implementing the Microsoft Dynamics 365 integration brought scalable results for the retail company. It witnessed a gradual increase in revenue as the KPIs like FCR, AHT, and CSAT score got streamlined and agents could capitalize better on sales opportunities.
ALSO READ: CTI Screen Pop for Improved Agent-Caller Interaction
Generating revenue with Microsoft Dynamics 365 CTI
Microsoft Dynamics CTI integration empowers contact centers to generate more revenue. The synergy of CTI connectors and MS Dynamics offers exceptional customer experience & journeys, drives sales, and elevates revenue by improving essential KPIs for the contact center.
NovelVox is a well-known name in the IT industry. Being a CMMI Level-3 certified company, it has offered immaculate solutions to contact centers. Its vast product line is widely used among contact centers. The firm offers different products including agent desktop, CTI connector, wallboard, agent helpdesk, chatbot, and omnichannel software.
Microsoft Dynamics CTI connectors, curated by NovelVox, help contact centers enhance their performance to deliver exceptional customer experiences. The CTI connector for MS Dynamics is compatible with Avaya, Amazon Connect, Cisco, Dialpad, Genesys, Five9, NICE, Webex, and Zoom.
This connector can be deployed on-cloud, on-premises, and hybrid as per the infrastructural requirement of the contact center. With advanced call controls and a customizable interface, the CTI connector for Microsoft Dynamics can upscale gross productivity levels at the minutest installation costs.
