The must-read whitepaper for choosing Field Service Management software
In this white paper, we look at what you can expect from a field service management solution, which features are important, and how to approach the search.
CTI in Dynamics 365: the future of efficient and personal customer service
Anyone who’s ever been on the line with a customer service desk will recognize this: we all expect lightning-fast, highly personalized service these days—no matter how or when we reach out. As the organization on the other side of that call, you need to keep up and meet those ever-rising expectations.
A few years ago, a Zendesk study already highlighted growing customer impatience—66% of respondents said they had less patience than the year before. At the same time, 64% of companies acknowledged that strong customer service directly improves business outcomes.
Creating a smooth customer experience at your helpdesk or service desk is both crucial and challenging. One way to boost customer contact is through smart solutions like Computer Telephony Integration (CTI). This technology is now integrated into the Microsoft Dynamics 365 Contact Center, Microsoft’s new Copilot-first cloud solution designed to handle customer interactions more efficiently.
What is Computer Telephony Integration (CTI)?
Computer Telephony Integration, or CTI for short, connects telephony systems to software platforms like your CRM. Often built on VoIP (Voice over Internet Protocol), CTI enables a seamless link between incoming and outgoing calls and the data stored in your CRM system. This means that your service team instantly sees relevant customer information as soon as a call comes in—or when they’re about to place one. The result? More efficient, more personalized interactions.
When used in combination with Dynamics 365 Contact Center, CTI automatically logs all VoIP calls within the CRM platform. Manual input becomes a thing of the past, processes run faster, and customer data management improves significantly.
Why integrate CTI into Dynamics 365?
Without an integrated system, customer service agents often have to juggle multiple screens, waste time searching for information, or deal with inconsistent data. These inefficiencies lower productivity and negatively impact the customer experience.
Dynamics 365 offers a solution: it consolidates various communication channels—telephony, Microsoft Teams, email, WhatsApp, and chat—into one central hub. That way, your service agents no longer need to switch between tools and always have the right context at their fingertips, no matter which channel the customer uses.
This unified approach allows your team to deliver higher-quality service, with faster and more accurate responses. And because a full customer history is always available, interactions feel more personal—leading to increased customer satisfaction.
The benefits of an integrated contact center with Dynamics 365
Integrating CTI into Dynamics 365 unlocks a wide range of benefits:
- A complete, centralized customer view: Your team instantly sees everything they need: customer profiles, purchase history, past interactions, and open tickets—enabling faster, more focused support.
- Higher efficiency and productivity: Data is logged automatically and made centrally available, saving time and eliminating errors caused by manual entry.
- Increased customer satisfaction: Customers get quicker, more accurate support because your team already has all the right information at hand. They feel heard, helped—and appreciated.
- Cost savings: By replacing multiple standalone tools with one integrated platform, you cut down on maintenance and support costs, while simplifying your IT landscape.
- Shared knowledge: With all customer data in one place, it’s easy to share insights across your team. Everyone stays aligned, and the risk of miscommunication drops dramatically.
How AI makes Dynamics 365 CTI integration even smarter
AI is increasingly embedded in every Dynamics 365 application—and the Contact Center is no exception. It further amplifies the power of CTI with features like:
- Sentiment analysis: AI analyzes conversations in real-time, detecting emotions and sentiment. It can flag complaints or highlight praise instantly—helping agents respond appropriately and improve service quality.
- Automatic transcription and summaries: Calls are transcribed automatically, and concise summaries are generated. This helps teams quickly retrieve key information and follow up more effectively.
- Predictive analytics: Dynamics 365 can spot trends and predict customer behavior. It enables your team to act proactively and offer tailored experiences—such as recommending the next best action based on what’s worked for similar customers.
- Smart chatbots and virtual assistants: AI-driven bots handle routine questions and tasks, freeing up your service agents for more complex cases and reducing wait times for customers.
- Efficient knowledge management: AI helps agents quickly find the most relevant knowledge articles or answers—improving both the speed and accuracy of your support.
Take your customer service to the next level with 9altitudes
Integrating CTI with Dynamics 365 gives organizations a strategic edge—enhancing customer experience, improving productivity, and cutting costs.
At 9altitudes, we guide companies from analysis to implementation, delivering tailor-made solutions that work.
Ready to level up your customer contact? Get in touch with one of our experts today.
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