Users can initiate calls directly from within Dynamics 365 by clicking on a phone number within a contact or account record.
Some solutions offer the ability to record calls for quality assurance, training purposes, or compliance with regulatory requirements.
When receiving incoming calls, Dynamics Telephony can display relevant customer information, such as previous interactions or account details, to help agents provide personalized service.
All call activities, including inbound and outbound calls, are automatically logged within the corresponding CRM records, providing a comprehensive history of communication interactions.
Dynamics Telephony often includes reporting capabilities that provide insights into call volumes, durations, and other key metrics to help organizations optimize their communication strategies.
Dynamics Telephony can integrate with other modules within the Dynamics 365 ecosystem, such as Sales, Customer Service, and Marketing, to ensure seamless communication across departments.
Workflow Automation features allow businesses to create workflows that trigger actions based on call events, such as sending follow-up emails or creating tasks for sales representatives.
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