Dynamics 365 CTI Connector for Amazon Connect

Integrate your Microsoft Dynamics with Amazon Connect

Dynamics 365 CTI Connector for Amazon Connect is specifically developed for Amazon Connect customers who are looking for seamless integration between Microsoft Dynamics and Amazon Connect. Amazon Contact Control Panel (CCP) runs inside Microsoft Dynamics desktop and allows agents to use call control in using an embedded softphone. Agents spend less time on redundant lookups and switching between different tabs and applications to access data from CRM. Available on Microsoft AppSource

Support for CIF2.0 & OmniChannel
Get Available Agent List before Call Transfer
Agent can change states e.g. Ready, Not-ready, Break.
Agent can manage call controls like answer, hold, transfer, end.
Phone Call Activity is automatically linked to a matched caller.
Integration with Outbound Campaign
Outbound Queue Selection before making outbound call
Wrap up code / After Call codes
Integration with Amazon Contact Lens

Embedded Amazon Connect Softphone in Dynamics 365

Provides call controls and management using the Microsoft Dynamics interface, including the ability to accept the call, hold, resume, transfer, mute and conference when needed.

Click-to-Call

With Click-to-Call your agent can initiate the call from a customer contact phone number or via entering the number directly in the CCP panel.

Single & Multi match

Customer’s ANI is searched against multiple Phone fields which can be configured on the CTI toolbar against the respective (Leads, Accounts, Contacts) entity.

Pause & Resume Call Recording

While taking to the customer, agent has the ability to pause & resume the call recording to the customer's sensitive data is not recorded.

Equip your agent with the right tools

Microsoft Dynamics 365 CTI Connector empowers your agents with the right tools to increase First Call Resolution (FCR) by reducing Call Handle Time. By using Octave Microsoft Dynamics CTI Connector customer’s data is automatically popped-up on the agent screen against ANI ( or any unique field). All your Contact Center Administrator needs is one-time configuration and there you go. On next login your all agents will have embedded Amazon Connect CCP.

What Octave MS Dynamic 365 CTI Connector got out-of-box?