Microsoft Dynamics CRM: CTI ConnectorCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Microsoft Dynamics CRM - CTI Connector is a voice bridge that connects Cisco Unified Contact Center Enterprise (UCCE) or Cisco Unified Contact Center Express (UCCX) with Microsoft Dynamics CRM for CTI call controls and transfer of data.

Information captured on the IVR (Cisco IP-IVR or CVP) is transferred to the CTI connector and passed to the customer profile in Microsoft Dynamics CRM. Supported Versions for Unified Service Desk: Dynamics 365 (online/on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016.

For Microsoft CRM, we offer two types of integration,

Microsoft USD CTI Connector

Embedded CTI Connector that runs inside Microsoft Unified Service Desk (USD) and enables agent/call controls within Unified Service Desk allowing agent to use the same CRM agent interface for all call handling and transfer.

Use Unified Service Desk Connector

  • If you have or planned to have Unified Service Desk running along with your Microsoft CRM on-premise or in the cloud
  • If you want to go with Microsoft's Recommended approach of CTI implementation instead of non-recommended approaches
  • If you do not want your agents to switch between applications and use Unified Service Desk for all CRM operations and embedded CTI operations
  • If you want to improve the agent Average Handle Time (AHT)
  • If you want to decrease the average time spent on wrap-up or after call (After Call Work)
  • If you want to increase the possibilities of First Call Resolution (FCR) and hence more satisfied customers
  • If you have multiple accounts/profiles associated with one phone number and you want your agents to choose between them.
  • If you want agents to have a delightful user experience having contact center integrated inside Unified Service Desk requiring no switching between apps
  • If you need to have the phone call activity created automatically

Screenpop Connector

A browser based Computer Telephony Integration Integration solution with Cisco Finesse that opens Microsoft CRM caller account information in a browser tab. The agent continues to use Cisco Finesse Agent Desktop for call handling but switches to CRM browser tab to view/update account information or call activity.

Use Microsoft CRM Screenpop

  • If you want the agent to use Finesse Agent Desktop for some additional gadgets contained in Finesse
  • For a quick and cheaper integration
  • As a backup of Unified Service Desk connector, if agent can’t use Unified Service Desk for any reasons

Drawbacks

  • Not a recommended approach by Microsoft
  • Multiple user profiles against the same phone number are not supported
  • Agents have to continuously switch between the tabs for call center operations and CRM information/operations, which results in an increased Average Handle Time (AHT)
  • Agents have to provide CRM credentials for the first screen-pop. Credentials are only remembered as long as the browser session is active
  • Phone call activity needs to be created manually

Compatibility with specific versions of Cisco Contact Center and Microsoft CRM

Cisco Unified Contact Center Express (UCCX)

versions 9 and above

Cisco Unified Contact Center Enterprise (UCCE)

versions 9 and above

Cisco Packaged Contact Center Enterprise (PCCE)

versions 9 and above

Microsoft CRM

versions Dynamics 365 (online/on-premises), Dynamics CRM 2013/2015 & 2016
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