Integrate Microsoft Dynamics

Allows user to click on a number in a Microsoft Dynamics contact field and CyDesk will dial the number.

CyDesk can lookup the Microsoft Dynamics database based on the Caller ID and can show the Microsoft Dynamics contact details (& account/company if applicable) in CyDesk.

CyDesk can tell Microsoft Dynamics to display a contact record from either the name or number search.

CyDesk can tell Microsoft Dynamics to display an account record from either the name or number search.

User can select search in CyDesk and enter name details and CyDesk will search Microsoft Dynamics and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the Microsoft Dynamics contact record, and also optionally send an SMS if CySMS is installed.

CyDesk can optionally store details of the call in the Microsoft Dynamics contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.

CyDesk can optionally store a URL to the location of the voice recording file in Microsoft Dynamics. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.

Microsoft Dynamics integration is compatible with CyCall outbound call centre module and allows marketing campaigns from Microsoft Dynamics to be accessed directly from CyCall. If this is not available then the user can export CSV files from within Microsoft Dynamics and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.

Notes entered into CyDesk during the call can be stored in the Microsoft Dynamics contact history together with the call history.

CyCX Connect provides the feature to lookup an assigned field within Microsoft Dynamics and route calls to specific queue groups according to what's in the Microsoft Dynamics field, eg Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.

CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the Microsoft Dynamics contact record with a defined entry.