FreePBX Integration to Dynamics 365 CRM

Dynamics Telephony for FreePBX is a comprehensive integration yielding agent productivity improvements and customer service enhancements enabled by seamless integration between CRM and FreePBX, on both the agent desktop and server-side (e.g. IVR).

freePBX_plus_CRM

OUT OF THE BOX DYNAMICS 365 INTEGRATION
  • Unify FreePbx and Dynamics 365 in a single simple user interface for users
  • Embedded call controls in Microsoft Dynamics 365, unifying the desktop for your sales & service staff
  • Simplify your sales and service team’s workflow, reducing clicks, screens, and searches for up to 50% efficiency improvements
  • Pop relevant customer information at the moment of interaction for your staff on every call
  • Speed through outbound calling campaigns with the fully integrated progressive dialer
  • Capture call statistics, callbacks, next steps, call dispositions, automated follow ups & more within Dynamics 365
  • Auto-create links to call recordings in Dynamics 365 for easy access or connectivity to Microsoft Call Intelligence
  • Callers who abandon your queues captured in CRM for easy callback.
  • Callers who request a callback in your queue (IVR) captured in CRM for easy callback management.
  • Realtime dashboard of agents in CRM – Easy to listen-in to calls, whisper to agent or join the call
  • Centralised admin and simple install options
  • Comprehensive support options
UNIQUE FEATURES CREATED BY CLOSE INTEGRATION
  • Call recording playback in CRM of FreePbx call recordings
  • Per phone-call: click to listen to recording; queue, duration, agent, customer, transfers, outcome, IVR data,
  • Outbound Calling numbers based on CRM data
  • Route VIP callers to top of queue based on CRM data
  • Route callers straight to their account manager, using CRM data
  • CRM data available for your IVR scripts.
  • Realtime display in CRM of calls with CRM data
  • Missed / abandoned calls – click in CRM to call them back
  • In-queue callback requests actioned in CRM.
  • Queue controls: join, leave, pause
  • API for custom features
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For full information on Dynamics Telephony, see https://dynamicstelephony.com