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Zoom Contact Center for Dynamics 365

by Zoom Video Communications, Inc.

Zoom Contact Center CTI Connector for Microsoft Dynamics 365

Zoom Contact Center is an AI-powered, omnichannel contact center platform that helps businesses provide prompt, accurate and personalized responses to their customers over a variety of channels. The solution’s intelligent routing and support of virtual agents reduce call load, improve agent productivity, and guide your customers to faster resolution 24/7.


Zoom Contact Center’s open, secure, and reliable platform enables it to easily integrate with business applications such as Microsoft Dynamics 365. By Integrating Zoom Contact Center with Microsoft Dynamics 365, agents have access to contact center functionality within the Microsoft Dynamics 365 application, providing them with an efficient and unified experience in a single place without switching between the two applications.


  • Inbound Call and Outbound Call: Supports both inbound and outbound calling.

  • Screen Pop: Identifies the caller via phone number match or Interactive Voice Response (IVR) input and displays a screen pop of the corresponding Microsoft Dynamics 365 record with relevant information for both inbound and outbound calls.

  • Click-to-dial: Supports click-to-dial functionality that allows agents to dial out by clicking any phone number within Microsoft Dynamics 365 and thereby eliminating the need for manual dialing.

  • Notes & Disposition Code: Agents can take notes during and after the call within the softphone. It also allows agents to capture call disposition/outcomes.

  • Automatic Call Logging: Automatically captures and stores all call-related information in addition to notes and disposition inside Microsoft Dynamics 365 without the need for manual entry.

  • Advanced Call controls: Supports advanced call handling functionalities such as conference, call transfer, call hold, auto call recordings, etc.

  • Supported in Customer Service and Sales module of Microsoft Dynamics 365

  • Supports Voice/Phone media


Prerequisite:

At a glance

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