Streamline Your Workflow with SmartConnect Cisco Dynamics 365 Integration
Integrating Cisco Contact Centre with Dynamics 365 streamlines your business operations by connecting communication and customer data in one place. This seamless integration boosts efficiency, improves collaboration, and enhances customer interactions.
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Why Integrate Cisco Contact Center with Dynamics 365?
A Cisco contact center CRM integration eliminates manual lookups: SmartConnect passes call variables and ECC data from Cisco routing scripts into Dynamics 365, matching ANI/caller ID to contacts, accounts, and open cases before the agent answers. Calls, transfers, consults, and wrap-up codes are logged to the CRM automatically — reducing average handle time and lifting first call resolution on UCCX, UCCE, and PCCE deployments.
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Unite Your Communication and CRM for
Better
Results
| Cisco Platform | Screen Pop | Click-to-Dial | Call Logging | Agent Desktop | SSO |
|---|---|---|---|---|---|
| Cisco UCCX (Contact Center Express) | ✅ | ✅ | ✅ | Finesse gadget | ✅ |
| Cisco UCCE (Contact Center Enterprise) | ✅ | ✅ | ✅ | Finesse gadget |
✅ Cisco IdS |
| Cisco PCCE (Packaged CCE) | ✅ | ✅ | ✅ | Finesse gadget |
✅ Cisco IdS |
| Cisco CUCM (Call Manager) | ✅ | ✅ | ✅ | Embedded softphone | ✅ |
| Webex Contact Center | ✅ | ✅ | ✅ | Webex desktop layout | ✅ |
Screen Pop with Call Variables
Inbound calls carry ECC/call variables from ICM/UCCX scripts straight into Dynamics 365, opening the right contact, account, or case instantly.
Silent Monitoring & QM-Friendly
Works alongside Cisco recording, silent monitoring, and workforce management tooling.
Automatic Call Logging
Inbound, outbound, transfer, and consult calls logged to the activity timeline with duration, queue, and wrap-up codes.
Finesse-Embedded CRM
Dynamics 365 renders as a Cisco Finesse gadget in the agent desktop layout — one screen for call controls and customer data.
On-Premise, Cloud & Hybrid
Supports on-premise UCCX/UCCE, hybrid, and Webex Contact Center cloud deployments with high-availability failover.
Click-to-Dial
Dial any Dynamics 365 record through CUCM/deskphone or softphone; agent states (Ready/Not Ready, reason codes) stay in sync.
Turn Customer Calls into Growth Opportunities
- Turn every customer call into a chance to build stronger relationships and drive growth.
- Use seamless integrations and real-time insights to track interactions.
- Personalize conversations to improve customer satisfaction.
- Boost efficiency and turn calls into lasting business opportunities.
Empower Teams to Sell and Support Smarter
- Equip your teams with the right tools to sell and support more effectively.
- Access real-time data and insights to make informed decisions.
- Streamline workflows to improve collaboration and productivity.
- Enhance customer interactions with smarter, faster solutions.
Why Choose Us?
We provide seamless integrations that simplify operations, enhance team collaboration, and improve customer interactions.
Cisco + Microsoft Certified Experts
Our team is certified by Cisco and Microsoft, ensuring top-quality expertise in integration and support. We deliver reliable solutions that enhance communication, security, and efficiency for your business.
Pre-Built Templates for Quick Setup
Get started faster with ready-to-use templates designed for seamless integration. Our pre-built solutions save time, reduce setup complexity, and help you deploy with confidence.
24/7 Integration Support
Get round-the-clock support to keep your systems running smoothly. Our experts are always available to assist with troubleshooting, updates, and seamless integration.
Ready to Eliminate Workflow Headaches?
Streamline workflows with seamless integration and real-time data syncing. Automate tasks to boost productivity and reduce manual work. Keep your team focused on what matters most.
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