Given that over sixty million business users around the world already use Office 365, Microsoft Dynamics 365 seems like the obvious choice for businesses looking for fast CRM integration – and with InGenius for Microsoft Dynamics 365, communications can run more smoothly than ever.
By working in close partnership with Microsoft, InGenius looked to develop an industry-leading CTI solution that works with Microsoft Dynamics 365/CRM platforms to help improve customer experience within busy contact centre environments – but how well did they accomplish this goal?
In order to find out, we decided to take a look at InGenius for Microsoft Dynamics 365 and see what benefits it can bring to businesses.
How does it look?
By seamlessly integrating into the Microsoft Dynamics 365 platform via a small user interface that slots in at the side of the CRM window, InGenius for Microsoft Dynamics 365 offers each agent quick, unobstructed access to various cutting-edge call controls and call notes from a single pane of glass.
What can it do?
Working with Microsoft Dynamics 365 Online and Microsoft Dynamics CRM 2013, 2015, 2016 (both online and on-premises), InGenius provides flexible coverage for all major Microsoft Dynamics platforms and is suitable for a wide variety of different infrastructures and PBX environments.
With a click-to-dial feature, agents can quickly initiate calls at the tap of a finger by simply clicking on the number listed on their screen for a much more efficient dialling process that ensures minimal time is wasted manually entering numbers into the dial pad.
Moreover, with InGenius for Microsoft Dynamics 365 screen pop feature, all caller information including notes from previous interactions and personal information stored inside the CRM is given to the agent as soon as they receive an incoming call.
Adding to this, the automated call logging feature can maximise the value of Microsoft Dynamics 365 by ensuring that all information is added to the customer’s account automatically, thus saving the agent’s time and removing the risk of errors made by agents when manually entering the information.
Furthermore, with the CRM screen transfer feature, agents can hand over calls much more rapidly, enabling the next agent in line to quickly familiarise themselves with the customer’s issues and take over the call without forcing the customer to wait for them to catch up.
What’s more, InGenius for Microsoft Dynamics 365 also stores accurate, consistent call data directly within the CRM to enhance call management reporting on call data and agent performance metrics, enabling contact centre managers to make intelligent, strategic decisions about operations.
Requiring no desktop installation, InGenius for Microsoft Dynamics 365 can be deployed and upgraded within an hour and will easily integrate with custom objects directly out of the box, meaning that agents can seamlessly relate calls to existing Microsoft Dynamics records or make new ones at the drop of a hat.
Being compatible with some of the market’s leading phone system providers such as Asterisk, Avaya, Cisco and Mitel, InGenius is a highly versatile CTI solution that will fit comfortably within any communications setup.
From a security perspective, InGenius is hosted within a business’s firewall and all recorded data is stored within Microsoft Dynamics itself rather than third party servers to ensure all customer details are safe from harm.
What do we like most?
Though there are many features available on InGenius for Microsoft Dynamics 365, we thought that the screen transfer tool that enables agent call handovers to be carried out in a fraction of the time was particularly helpful. As well as allowing agents to work more efficiently with one another as they direct calls, this feature can drastically improve the CX by reducing customer waiting times and preventing them from having to repeat the same information twice.
Who is it for?
InGenius is for any business that is would like to integrate their Microsoft Dynamics CRM with their phone system for greater staff productivity and improved customer experience. It’s ideal for sales teams, customer service, helpdesks and more.
UC Today Opinion
As an application that is easy to use, quick to install and simple to configure, InGenius for Microsoft Dynamics 365 is a great CTI solution for any company looking to maximise their CX and help drive up the productivity rates of their employees.
