Integrate Your Existing Phone System into Microsoft Dynamics 365
Use InGenius Connector Enterprise to combine your existing phone system with the rich customer information and robust reporting tools of Microsoft Dynamics 365. Help drive the success of your contact center agents and improve the customer experience with features such as click-to-dial, screen pop, automated call logging, intelligent dialing, and CRM screen transfer.
Challenges Companies Face
Customers who are looking for a Microsoft Dynamics 365 – phone integration might be looking to address a common challenge, like bringing together disparate systems, or a lack of agent visibility. Companies however might not yet know that a CTI integration is the solution, they just know that their agents are spending too much time on the phones, or too much time on after call work.
How InGenius Helps Solve Those Challenges
InGenius brings phone systems into Microsoft Dynamics 365, giving agents a single-pane-of-glass interface to work from. This eliminates the need to switch between windows, and ensures that all phone interactions are captured in the CRM with the rest of the customer information. This, in turn, gives managers insight into call interactions, as Microsoft Dynamics reports can be created using this call data.
CTI features like screen pop, automated cal logging, and call log templates help to improve agent efficiency, while also improving call quality.
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Microsoft Dynamics CRM Integration
As a member of the Microsoft Partner Network, InGenius provides leading enterprise organizations with top-rated computer telephony integration.
Supported Microsoft Dynamics 365 Versions
InGenius Connector Enterprise supports Microsoft Dynamics 365 online and on-premise, as well as Microsoft Dynamics 365 Channel Integration Framework (CIF) and Unified Service Desk (USD) for Dynamics 365. InGenius has a unique user interface that’s designed to fit seamlessly in Microsoft Dynamics 365, which provides your call center agents with intuitive call controls and a clear view of customer information, directly within the CRM. The solution for Microsoft Dynamics 365 works with Asterisk, Avaya, Cisco, Genesys, Mitel, and Twilio phone systems.
Powerful Microsoft Dynamics 365 Integration
InGenius easily adapts to your business processes and workflows when connecting Microsoft Dynamics 365 to your telephony platform, to help you achieve your contact center’s objectives. You have maximum flexibility and full control over the adaptable user interface, speed dials, call logging templates, and user buttons for different call groups. InGenius even works with your custom entities so that agents can associate calls to existing records, or create new records automatically.
How InGenius Works
Upland InGenius seamlessly integrates into Microsoft Dynamics 365, adding a small user interface to the side of the CRM window. The InGenius interface contains phone controls, caller data, and call notes. InGenius is deployed without any desktop installation, making rollout and upgrades quick and simple. The solution is hosted inside your firewall and data is saved in Microsoft Dynamics 365 – not on an external server – ensuring reliable security.
“Upland InGenius was not only easy to implement with Microsoft Dynamics, but it was easy to use by our telemedicine physicians. Our reporting to management and the customer is much better, and we reduced our call time because the tool was so intuitive. Overall, it is much better than the previous CTI solution and as a result, we are expanding the use of InGenius to our other centers around the globe.”
Diego Zuccolin
Head of International Program Management, Medgate
The InGenius and Microsoft Relationship
InGenius is a Silver Microsoft Partner and a Microsoft Partner member of D365UG/CRMUG. On an ongoing basis, InGenius works with the Microsoft Dynamics 365 product management team to ensure its roadmap is aligned, enabling the latest technology and immersive communication experiences for customers. Upland InGenius is a published app on Microsoft AppSource.
Partner Demo System
InGenius has a demo environment for Microsoft employees, consultants, and integration partners to give live presentations on the benefits of Upland InGenius.
Use the demo system to show computer telephony integration to customers in your own Microsoft Dynamics 365 instance, without connecting a phone system. The demo environment is built to showcase features like click-to-call, screen pop, and automated call logging on both inbound and outbound calls, so you can tailor your presentation to the requirements of your customer.
