Top 4 Features to Look for in CTI Connector for Microsoft Dynamics 365

Microsoft Dynamics 365 is one of the widely used CRM for managing a company’s interactions with existing and prospective customers. It enhances customer relationships and focuses on excellent customer service. It boosts agents’ productivity through tedious task automation, seamless workflow management, tracking customer service operations, and more. This tool has stellar features that help businesses offer the best customer experience.

However, even after using this CRM tool agents fail to deliver the expected response on time leading to poor customer satisfaction. Working on CRM and telephony systems individually consumes a lot of time and causes delays in response which increases AHT (Average Handling Time). To meet the demand of this evolving customer service industry, integrating CRM with CTI is crucial as it enhances productivity and elevates business growth. CTI Integration with Dynamics 365 using smart CTI connectors links the telephony system with the CRM so that agents can perform multi-tasking on a single screen.

Along with this, one must know multiple other features before choosing the reliable CTI connector for Microsoft Dynamics CRM.

Features of Effective CTI Connector for MS Dynamics CRM

Personalized Customer Experience

Advanced CTI Connectors empower agents to do contextual conversations with customers using the callers’ information that pops up on the same screen as soon as the agent sees the call. This automated information created by advanced AI helps agents offer personalized support without toggling multiple screens.

Agents know beforehand what the query is about, where the caller is from, what was the last conversation details, and more. With all the critical information, they don’t need to ask the same questions to callers again and address their queries directly, which makes the customer feel valued and more connected to the brand.

Also Read: How Telephony Integration with Microsoft Dynamics Improves Call Management and Response Times

Boosts Agents’ Productivity

Screen shuffling, information gathering, and manual data collection are some of the challenges that hamper agents’ productivity. To overcome these issues, the Smart CTI connector by NovelVox is the recommended tool by industry experts. It incorporates within the tickting tools and CRMs like MS Dynamics 365, etc., and helps agents solve the queries faster without increasing the AHT (Average Handling Time). It comes with a built-in knowledge base for help guides, it has a case management feature that helps agents track customer queries and an agent dashboard that keeps agents motivated to boost their KPIs.

With all these features, agents get the required information in a unified interface that enhances their productivity and improves the FCR (First Call Resolution), which leads to better customer experience and agent satisfaction too.

Seamless Omnichannel Support

In today’s digitally connected world, brands are present on multiple platforms and customers can connect from anywhere expecting that the brand will interact actively. However, it becomes complex for organizations to keep track of each channel and offer prompt responses. To eliminate this problem, businesses can use the NovelVox CTI connector for MS Dynamics with omnichannel integration.

Whether it be emails, social media, calls, or messages, CTI connector with omnichannel engagement allows agents to respond to the customers’ queries quickly. It can integrate with Amazon Connect or Genesys Cloud. With this integration, agents get information on one screen, which allows them to resolve customers’ challenges effectively across multiple digital channels. This instant and effective resolution increases customer satisfaction and boosts brand loyalty.

Enhances Team Performance

Agents can’t perform exceptionally well if they don’t get the right guidance and direction from supervisors. To pave the right path for agents, supervisors need an effective CTI interface for monitoring agents’ performance.

Advanced CTI connector offers instant live conversation monitoring controls, like barge-in. It comes with features such as changing agents’ current state, team statistics, integrated view of the queue, etc. which allows supervisors to understand where the agents are lagging and helps them to be on the same page.

Conclusion

If the contact center uses multiple tools for performing different functions on different screens then delays in delivery are obvious. However, in today’s time, everyone looks for quick solutions.

Therefore, integrating Dynamics 365 with the telephony system is crucial for improving customer satisfaction, boosting agents’ productivity, and building an impactful brand in the market. Using a Smart CTI connector offered by leading brands like NovelVox for integrating MS dynamics with telephony systems like Cisco, Avaya, Genesys, Amazon Connect, Zoom, and Nice can help contact centers improve their overall performance and growth. It comes with advanced features, seamless integration, a user-friendly interface, and more. To learn more about this tool, visit the website — novelvox or connect with the customer support team any time.