Dynamics CRM Integration

The Bridge Connector for Dynamics CRM is an add-on that works with both the Bridge Operator Console and Bridge Boss-Admin Executive Console. The features provided vary slightly as the roles of an operator and say a sales executive or help-desk technician require different information. This connector is compatible with both on-prem and Dynamics 365.

 

Bridge Operator Console for Cisco or Skype for Business

The Dynamics Connector provides operator-centric features required to identify the call, and quickly move the call to the account owner or a member of the team that owns the account. One click blind or supervised transfer to an account owner, or member of an owner team is provided with the 1 click on-demand lookup feature. The caller-id information is cached, so it will be presented instantly without any delay to the operator the second the call becomes active. With the CRM connector Bridge Operator Console can search and match CRM records no matter what the phone number format is. Without the connector lookups can only get done on phone numbers matching the E164 format.

 

 

Bridge Boss-Admin Executive Console

 

The functions of the Dynamics Connector are different in the Boss-Admin Executive Console. This application is designed as a companion application for Skype for Business users that don't have the role of operator.

 

The BA CRM features also include real-time caller-id information displayed from Dynamics CRM. In addition user's can have BA automatically pop up a window to log incoming or outgoing phone call activities to CRM. Users can tie these calls to an account, contact or lead that is matched in the system. If not match is found, users are prompted with the option to create a new record for the call in CRM, with a direct 1 click screen pop to save time.

 

BA users can also select a role of Sales or Service and perform on-demand lookups of CRM data related to the current caller. Detailed information about the data available in the on-demand lookups can be found below.

 

 

Sales Role - CRM Lookup Screen

The sales role on-demand lookup provides users with vital information at glance, with shortcuts to screen pop to any Dynamics CRM record.

Some of the information available to users includes;

  • Account Information

  • Account Opportunities

  • Active Opportunities

  • Contacts

  • Quotes

  • Tasks

  • Emails

  • Phone Calls

 

Service Role - CRM Lookup Screen

The service role on-demand lookup provides users with vital information at glance, with shortcuts to screen pop to any Dynamics CRM record.

Some of the information available to users includes;

  • Account Information

  • Account Cases

  • Active Cases

  • Active Entitlements

  • Contacts

  • Tasks

  • Emails

  • Phone Calls

 

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