AWS FTR Certified Octave Microsoft Dynamics CTI Connector provides seamless integration of DynamicsCRM with Amazon Connect. Agents can handle both inbound, outbound & Omni-channel interactions. The agents can

• Pause or resume the Call Recording
• Initiate an outbound call by clicking on the customer phone number.

The connector seamlessly displays the call interaction and its corresponding recording upon call completion. This enables the agent to conveniently access and review call recordings directly within the CRM interface.

Octave CTI Connector supports single-match, multi-match & no match scenario for customer profiling on a call arrival. Agent has the option to select the right profile from the list.

Key Features

Octave MS Dynamics CTI Connector offers following out of box features

• Supports Latest CIF 2.0
• Screen Pop-up
• Single Match
• Multi-match
• No Match
• State Change
• Call Controls
• Click to Dial
• Phone Call Activity * Agent Name * Queue Name * Waiting Time in Queue
• On Demand Recording
• List of Available Agents (Quick Connect) on Call Transfer