Simple Integrated Telephony for Dynamics CRM

Simple Integrated Telephony for Dynamics CRM

Connect your phone system to your Dynamics CRM System

We've done some interesting work lately connecting customers' telephony systems with Dynamics CRM. There are several enterprise-grade CTI applications that either natively connect to Dynamics or that can be configured to do so, but we've found the complexity and cost to be a barrier in some cases. For customers without a full CTI solution who need integration to Dynamics CRM, we've developed an easy to use connector.

Connect your phone system to your Dynamics CRM System

We've done some interesting work lately connecting customers' telephony systems with Dynamics CRM. There are several enterprise-grade CTI applications that either natively connect to Dynamics or that can be configured to do so, but we've found the complexity and cost to be a barrier in some cases. For customers without a full CTI solution who need integration to Dynamics CRM, we've developed an easy to use connector. Your customer information is stored and managed inside your CRM application. Using the Zero2Ten Telephony connector for Microsoft Dynamics CRM, you can enable your users to respond to inbound calls by:

  • Automatically opening relevant Customer information on the screen
  • Automatically recording a log of each call inside CRM
  • Capturing Call Disposition / Call Outcome on all inbound and outbound calls
  • Enabling workflow automation in response to inbound / outbound calls
  • Enabling activity history searching
  • Enabling dashboard metrics around call volumes, call outcomes


How it works
When a call is received/placed, your telephone system will "talk to" the Zero2Ten Telephony Connector via opening a URL on the user's screen. The Connector will then lookup the caller inside your CRM contact list based on phone number. If the caller is identified, a Phone Call record is logged and ready for dispositioning, workflow execution, etc. Relevant information about the caller is displayed. If the caller is not recognized, the user will be prompted to enter basic contact information.

Compatibility
Simply import the Zero2Ten Telephony Connector into your Dynamics CRM 2011 and configure your phone system to auto-open the Connector upon an inbound/outbound call (using the connector's URL).

  • No additional hardware or desktop software to install
  • Works in all deployment models of Dynamics CRM 2011 (Online, On Premise, or Partner Hosted)
  • Easy to configure

System Requirements

  • Microsoft Dynamics CRM 2011
  • A phone system that can open URL's based on the inbound/outbound phone number.

Microsoft Dynamics CRM Blog