Dynamics 365 integration
Connect your telephony to your CRM system and manage customer communication in a single environment – without switching between applications.
What the integration involves
The integration connects the contact centre platform directly to Microsoft Dynamics 365 CRM.
Agents work in one environment – they can see customer information, interaction history and active campaigns without leaving the CRM system.
Telephony + CRM
A single customer database
All customer, call and campaign data in one system – with no duplication or manual transfer.
Telephony in the CRM
Call directly from Dynamics 365, with automatic call logging and access to customer history.
Process automation
Automatic creation of tasks, escalations and follow-up actions based on call outcomes.
Analytics and reporting
Detailed statistics on campaigns, agents and customer interactions, directly in the CRM.
What the integration includes
Automation
The integration automates routine tasks – from logging calls to creating follow-up actions.
When specific events occur, the system automatically creates tasks, sends notifications and escalates issues to the relevant teams.
Business benefits
Higher productivity
Agents work faster without switching between systems. Everything is in one place.
Better service
Access to the full customer history enables fast, personalised service.
Full traceability
Every call and action is logged automatically for audit and analysis.
Better decisions
Detailed analytics and reports for informed business decisions.
What Dynamics 365 integration includes
The integration between the contact centre and Dynamics 365 covers every aspect of customer communication. First and foremost, it provides full telephony integration, allowing agents to make and receive calls directly from the CRM interface without additional software or a desk phone.
Click-to-call lets agents call any customer profile, contact or lead in the system with a single click. When a call comes in, the system automatically displays the customer's profile together with all relevant information – purchase history, open cases, previous conversations and active campaigns. This allows the agent to start the conversation informed and prepared.
Call recording is integrated directly into the CRM system. Each call can be recorded and linked to the relevant customer or case for later review. Recordings are available directly from the customer profile, which makes quality control and training new agents easier.
Data synchronisation works in real time. Campaigns created in Dynamics 365 are loaded into the dialler automatically. Call outcomes are written back to the CRM without manual intervention. Agent statuses and queue workloads are visible in real-time dashboards built with Power BI.
Business benefits of the integration
Integrating the contact centre platform with Dynamics 365 delivers measurable business benefits. The first is a significant gain in efficiency – agents no longer lose time switching between systems or searching for information manually. Everything they need is on one screen.
Customer service improves considerably when agents can see the customer's full history from the very first call. They can provide personalised service, answer questions more quickly and suggest relevant products or services based on previous purchases and interests.
Automating routine tasks frees agents to focus on higher-value work. The system automatically logs calls, creates follow-up tasks, sends notifications about important events and escalates issues when necessary. This reduces human error and keeps processes consistent.
Centralising information in Dynamics 365 eliminates duplicated data and information silos between departments. Managers have access to consolidated reports and dashboards to support better decisions. The analytics show not only what happened but also why, enabling continuous optimisation of processes in the contact centre.
Frequently asked questions
What is Dynamics 365 integration?
Dynamics 365 integration connects the contact centre platform directly to the Microsoft CRM system. This allows agents to work in a single environment – viewing customer information, making calls and managing campaigns without switching between applications.
How does telephony work with CRM?
Telephony is integrated directly into the Dynamics 365 interface. When a call comes in, the system automatically recognises the customer and displays their profile. Agents can call with a single click from the customer profile, and every call is logged automatically in the CRM history.
How are processes automated?
Automation works through rules and triggers in Dynamics 365. When specific events occur, the system automatically creates tasks, sends notifications or escalates issues. For example, after an unsuccessful call, a follow-up task can be created for the agent automatically.
What are the benefits of the integration?
The main benefits include higher productivity (no switching between systems), better service (full customer history), full traceability (automatic logging) and better business decisions (detailed real-time analytics and reports).
Ready to integrate your telephony with Dynamics 365?
Request a demo and see the integration at work in a real environment.