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How will Dynamics 365 CTI help the customer experience

  1. The telephony integration software automatically tracks calls and logs them for a permanent record of activity in Dynamics 365.

  2. Call recordings give accurate evidence if there’s ever a question about a conversation - the recordings can be linked to the Dynamics 365 contact.

  3. Sales and support agents can make outbound calls faster with one-click dialing or with the Dynamics 365 embedded progressive outbound dialler.

  4. Your support agents can resolve problems on the first call.

  5. Real-time updates let sales and support agents handle calls with confidence.

  6. Drastically reduced hold times mean customers get served at the earliest opportunity.

  7. Gain the ability to gather customer data with every customer interaction and make it easily accessible using one source - Dynamics 365.

  8. Dashboard analytics help you scale your operation and identify problems early.

  9. The right tools capture customer data automatically, and you can use them to get better acquainted with your customers, understand the customer journey, and continue earning their trust.

  10. Promote self-service options such as an IVR and/or knowledge base so customers can get help with having to wait to speak to someone.

Happy customers are loyal, and they’re glad to tell others when they’ve had a good customer experience with one of their favorite brands. With lots of competition in the marketplace, businesses have to pull out all the stops to cater to their customers. The goal of improving customer experience is to meet your customers’ expectations, anticipate their future needs, and meet those.


Dynamics Telephony sole purpose is to help you navigate that Dynamics 365 CTI journey,

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