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Microsoft Dynamics 365 CIF Integration for your Contact Center

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Ameyo and MS Dynamics Integration

Microsoft CIF-powered Ameyo Toolbar allows you to utilize the full CRM capabilities of Microsoft Dynamics 365, with all the powerful contact center features of Ameyo. Your agents can quickly answer or make calls to customers while looking at the details on Dynamics. The agent can further add or change information about customers or raise a ticket.

Your Supervisors can also leverage the powerful Ameyo Live Monitoring Tools, Dashboards or Reports, to effectively manage your contact center.

Deliver Powerful Call Management Features Into MS Dynamics 365

SSO-with-Dynamics-OAuth

SSO with Dynamics OAuth

SSO with Dynamic OAuth allows the agents to log in without having to insert login credentials, assisting the agents with enhancing their productivity. Many-a-times, the agents tend to forget their login credentials and are unable to operate till the IT team sends a password reset link.

Integrate Ameyo call center software and allow your agents to sign into Ameyo using their MS Dynamics credentials directly.

Ensure Business as Usual

Auto-pop Customer Record

Auto-pop Customer Record allows qualified conversations with customers while enabling agents to access customer details like the name, previous interaction history and preserving the context of the call. Once the call gets connected, relevant customer detail pops up on the agent screen using number mapping, displaying relevant caller information with the help of Dynamics CTI integration. 

Predictive-Dialer-new

Knock Out Human Error

Eliminate the possibility of a manual error and save time. The agent can call any contact from the CRM with a simple click on the number (in Predefined format), without manually entering the contact number. If a dialed number exists in multiple records, the system will dial the record from which the click to dial was initiated.

click-to-call

Two-Way Synchronization

The Ameyo Toolbar enables Dynamics 365 users to perform contact center-based actions such as telephony controls and disposing of calls, while a deep API-based integration (enabled via Ameyo MS Dynamics Connector) allows both applications to quickly sync data along with operations such as click-to-call, automated dialing, and passing Call Activity data

IVR

IVR Input

All the customers calling in are first connected to the IVR. Using inputs provided by the customer via DTMF or ASR, the customer is then connected to the most suitable agent, based on any off-the-shelf ACD algorithms (LRU, Skill-based, Preferred Agent, customer Priority, etc) or even customized business logic.

Ameyo further helps identify the customer, based on data like customer ID, even if the customer calls from an unknown number.

Comprehensive-Reporting

Capture Complete Call Activity

With Microsoft Dynamics- Ameyo integration, agents can easily sync all Call Activity data in real-time, enabling you to implement strategies dynamically. Ameyo further enables you to utilize this data for quality assurance and training purposes.

apa itu ticketing system ?

Automated Ticket Creation

Integrating with Ameyo helps to automatically generate a ticket for an incoming call or simply links the call with an existing ticket. The call-related data is automatically tagged with the relevant ticket to ensure complete context for future actions.

Chat Support for Omnichannel Engagement via Toolbar-based Integration

Engage with your customers on WhatsApp chat or web chat while allowing your agents to easily manage different conversations from Microsoft Dynamics 365. Transfer the discussion or, dispose off the chat while adding notes for future reference. Ensure all this while allowing the supervisor to monitor chat sessions, active agents on the queue, and campaign in real-time.

one click call

One-Click Calling

One-Click Calling eliminates the possibility of a manual error allowing the agents to save time. The agent can call any contact using MS Dynamics with a simple click on the number (in Predefined format) without having to manually feed the number. If a dialed number exists in multiple records, the system will dial the record from which Initiated the click to dial.

CRM INTEGRATION

Complete Guide To Smoothen Telephony Integration With Your CRM

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Sankar Rao A.

Director - Products

Ameyo software is being used as a CTI for Ola customer and partner support. The software has met the expectation of Ola and we were able to extend it to meet Ola's unique requirements.
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Shivam M.

Sr Network Engineer

Our connectivity increased with retry time and campaign settings.Working with AMEYO has a great experience mostly in terms of Customer support on any issues identified. Ameyo is economical. Its flexibility with interating different CRM and it will keep stable.
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Ehab M.

Head of Electronic Banking

Easy to use and customize application with excellent support team
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Mitesh S.

System Support Engineer

I like this software because of the capability to handle large numbers of call flows. I like the efficiency of this software like how it works and gave us the option to supervise the agents activity on a real time basis and the proper reports which helps alot to conclude many things.
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