Microsoft Dynamics 365 CTI Connector for Amazon Connect

AWS FTR Certified – The Octave Microsoft Dynamics 365 CTI Connector seamlessly integrates Microsoft Dynamics 365 with Amazon Connect, enabling your agents to handle inbound and outbound calls, SMS, and social media interactions—all from within the Microsoft Dynamics 365 platform.

This integration brings the Amazon Contact Control Panel (CCP) directly into Microsoft Dynamics 365, allowing agents to perform all call-related operations using an embedded softphone. Agents can change their status, manage call operations, and use the Click-to-Dial feature allows agents to initiate an outbound call by clicking on customer contact. They also have the ability to Pause or Resume call recording during interactions, providing better control and compliance.

Call interactions are automatically saved in Microsoft Dynamics 365, including call recordings, for easy access and reference. Additionally, agents can track the outcome of calls using Wrap-Up Codes, which helps categorize interactions for improved follow-up and reporting.

When a call arrives, the connector automatically searches for and displays the relevant customer profile based on the caller’s number. If the number matches a single customer profile, it opens that profile directly. In the case of multi-match, the connector allows agents to select from the respective customer profile, and if no match is found, the connector allows agents to create a new record in Microsoft Dynamics 365.

The integration also supports SMS and Social Media interactions, enabling agents to engage with customers across various communication channels directly within the Microsoft Dynamics 365 interface. This streamlined approach reduces time spent on redundant lookups, enhances agent efficiency, and improves the overall customer experience.