Amazon Connect + Dynamics 365 CTI Integration (SmartConnect)
Dynamics 365 SmartConnect is a CTI integration that embeds the Amazon Connect Contact Control Panel (CCP) directly inside Microsoft Dynamics 365 giving contact center agents automated screen pop, click-to-dial, and automatic call logging without leaving the CRM. Built on Microsoft’s Channel Integration Framework and the Amazon Connect Streams API.
SmartConnect is a contact center CTI solution not an Amazon Marketplace, Seller Central, or e-commerce order-sync tool.
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Why Integrate Amazon Connect with Dynamics 365?
Integrating Amazon Connect with Dynamics 365 removes the swivel-chair problem: agents answer calls, see the caller's customer record, log activities, and create cases in one screen. SmartConnect matches inbound caller ID (ANI) to Dynamics 365 contacts and accounts in real time, triggers an automated screen pop before the agent answers, and writes call details, recording links, and wrap-up notes back to the activity timeline, cutting average handle time (AHT) and improving first call resolution.
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Enhance
Customer Interactions with a Unified Solution
| Capability | Supported | How It Works |
|---|---|---|
| Screen pop (inbound) | ✅ | ANI lookup → Dynamics 365 contact/account/case |
| Click-to-dial | ✅ | From any CRM record via embedded CCP |
| Automatic call logging | ✅ | Activity timeline write-back with call metadata |
| IVR / contact flows | ✅ | Amazon Connect contact flows + Amazon Lex bots |
| Azure AD single sign-on | ✅ | One login across Dynamics 365 + Amazon Connect |
| Call recording access | ✅ | Recording links attached to CRM activities |
| Real-time analytics | ✅ | Power BI dashboard + Contact Lens |
| Deployment model | Cloud | AWS + Microsoft Dataverse, via CIF |
Embedded Agent Experience
Agents handle voice, chat, email, and SMS inside Dynamics 365 through the embedded Amazon Connect CCP no switching between applications, no lost context.
Click-to-Dial from Any CRM Record
One-click outbound calling from any Dynamics 365 contact, account, or case record, with automatic call logging and dynamic customer search.
Automatic call logging
Every inbound and outbound call is logged to the Dynamics 365 activity timeline automatically — caller, duration, queue, disposition, reducing average handle time (AHT) and after call work.
Automated Screen Pop
Inbound calls trigger an instant screen pop of the matching customer record using ANI/caller ID lookup, so agents greet callers by name with full interaction history on screen.
Outbound call match
Instantly match dialed numbers to existing Dynamics 365 records, or search and create new contacts dynamically during the call.
Power BI Interaction Analytics
A detailed Power BI dashboard gives supervisors 360° insight into customer interactions across chatbot, voice, and agent channels queues, transfer rates, abandonment, and sentiment.
Native Dynamics 365 Omnichannel Chat
Works with native Dynamics 365 Omnichannel alongside the CTI capabilities of Amazon Connect for a single blended agent workspace.
Complete Omnichannel support
Voice, chat, email, SMS, Facebook, X (Twitter), mobile, and WhatsApp business voice calling routed through Amazon Connect contact flows into one Dynamics 365 interface.
Turn Customer Interactions into Revenue Opportunities
- Maximize every customer interaction with Amazon Connect with Dynamics 365.
- Identify sales opportunities and personalize engagement.
- Boost conversions and drive revenue with smart automation.
- Leverage real-time insights for smarter decision-making.
Upsell Faster with Contextual Intelligence
- Leverage contextual intelligence with Amazon Connect and Dynamics 365.
- Identify upsell opportunities in real time.
- Deliver personalized recommendations to customers.
- Close deals faster with data-driven insights.
- Contact Lens sentiment analysis and Dynamics 365 sales insights surface upsell opportunities during live calls.
Why Choose Us?
We specialize in seamless Amazon Connect and Dynamics 365 integration, ensuring efficiency, automation, and enhanced customer experiences. With expert solutions and dedicated support, we help you maximize productivity and drive business growth.
AWS & Microsoft-Certified Architects
- Rely on our team of AWS & Microsoft-certified architects for expert solutions.
- Ensure a seamless integration of Amazon Connect and Dynamics 365.
- Benefit from secure, scalable, and high-performance solutions.
- Get tailored integrations designed to meet your business needs.
- listed on AWS Marketplace and Microsoft AppSource.
24/7 Support with SLA Guarantees
Have no worries because Maaz Technologies provides 24/7 support with SLA guarantees for your Amazon Connect and Dynamics 365 integration. We are the ones who guarantee reliability, quick issue resolution, and uninterrupted operations to keep your business on track.
Pre-Built Templates for Rapid Deployment
Accelerate your Amazon Connect and Dynamics 365 integration with pre-built templates from us. Deploy faster, reduce setup time, and streamline operations with ready-to-use solutions in days, not months.
Ready to Turn Your Contact Center into a Profit Hub?
Transform your contact center into a profit hub with Amazon Connect and Dynamics 365 integration. Boost efficiency, uncover revenue opportunities, and enhance customer experiences with intelligent automation. Get started today!
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