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Integrate Microsoft Dynamics

How Cytrack Integrates with Microsoft Dynamics

Microsoft Dynamics Supported Versions: 4/2011/2013/2015/365 — Web version

Cytrack is a Microsoft Gold Partner and our software is fully integrated with Microsoft Dynamics providing a huge uplift in customer experience.

With CyDesk, Microsoft Dynamics transforms into a communications powerhouse. You can also route calls based on any Microsoft Dynamics field and automatically update records with voice recordings, notes and history.

If you are Microsoft Dynamics users, take a look over our Microsoft Dynamics integration feature list below for more detailed information.

We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)

About Microsoft Dynamics

Microsoft Dynamics 365 is a cloud-based business applications platform which combines customer relationship management (CRM) and enterprise resource planning (ERP) components with productivity and artificial intelligence tools.

Visit the Microsoft Dynamics Website

Features of Cytrack's integration with Microsoft Dynamics

Click to dial

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

Caller lookup

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.

Pop contact

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

Pop account

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

Name 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.

Log call history

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.

Attach voice recordings

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.

Outbound call campaigns

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.

Log call notes

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

CRM routing

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.

Log completion code

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.

Want to know more about Cytrack's integration with Microsoft Dynamics?

Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your Microsoft Dynamics integration questions...