Dynamics 365 is a software solution that unites the Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) functionalities. With the Dynamics 365 cloud-based software, you can manage people, processes, and data associated with your company within a single solution divided into multiple applications.
Avaya Workspaces for CRM integration with Dynamics 365 enables agents in your contact center to perform the following actions while using the Dynamics 365 functionality:
Agents use the Avaya Workspaces for CRM softphone capabilities to communicate with customers and the Dynamics 365 integration to manage the associated Dynamics 365 information. For example, an agent can select a phone number within the Dynamics 365 phone directory and initiate an outgoing voice interaction using the Avaya Workspaces for CRM softphone.
This integration also includes supervisor functionalities. For example, it enables supervisors in your contact center to monitor agents and intervene with customers. Within the Avaya Workspaces for CRM softphone, supervisors can use the supervisor dashboard to view the currently active agents and perform supervisor tasks, such as observing interactions, coaching agents, and barging into interactions.
For more information about how agents and supervisors can use the Avaya Workspaces for CRM softphone within Dynamics 365, see Using Avaya Experience Platform™ Public Cloud Avaya Workspaces for CRM.
As an administrator, you must perform the tasks required to integrate Avaya Workspaces for CRM with Dynamics 365. You can create a Power App, within which Dynamics 365 displays the Avaya Workspaces for CRM softphone, or use an existing Power App. Ensure that you install the Channel Integration Framework app that enables you to integrate external solutions to Dynamics 365 before you start integrating Avaya Workspaces for CRM with it. When completing the integration, you can configure your contact center properties and manage your agents' experience. For example, you can enable your agents to make call transfers and set up conferences.
This guide describes the Dynamics 365 procedures required for the integration process. For more information about administering Dynamics 365, see https://docs.microsoft.com/en-us/dynamics365/.
