Microsoft Dynamics CRM Omnichannel Integration

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.

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