How Microsoft Teams Dialer works with Microsoft Dynamics CRM | Ep. 5 | Dynamics Deep Dive

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Struggling with messy customer calls and data scattered across platforms? Say goodbye to these headaches with our latest tutorial featuring the Dynamics 365 CRM and Microsoft Teams Dialer integration. Join Peter and Jason from Azamba as they show how to enhance your customer service and sales efficiency by integrating your phone system directly into your CRM.
Discover how to access and dial customer data with just a click, avoiding the hassle of juggling between applications. This integration simplifies communication and also significantly cuts down on call preparation time, making your customer interactions smoother and more professional.
Watch as Jason demonstrates the easy setup and powerful features like call tagging and direct dialing from CRM records, which can transform your daily workflow and free up valuable time for your team. Whether you're aiming to boost sales or enhance customer support, this tool is designed to make your process as seamless as possible.
Don't let inefficient systems slow you down. Subscribe for more practical tips, and share this video to help your team leverage Dynamics 365 CRM to its full potential. Tune in now and start transforming your customer interaction strategy today!
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[@Azamba]

Thanks for watching our most recent podcast episode! In case you missed our previous one on how to manage sales quotas and forecasts with Microsoft CRM, please check it ou here: kzbin.info/www/bejne/maO9mp5_lNKMj5Ysi=mn1VzVHDiolp_BW6

[@MichaelSumner-cs7gc]

Did you figure out the licensing requirement mentioned in the video? Right now we are D365 CRM Pro

[@abirassim3223]

can we customize the phone dialer? so we can pass teams IVR context data to the CRM user through the dialer?

[@Azamba]

Hi Abir - Thank you for your question! At this time, the out-of-the-box customization of the Teams phone dialer to pass IVR context data to CRM users is not available, although it might be possible with some development work using the Microsoft Graph API and Power Automate. By leveraging the Graph API and Power Automate, you *might* be able to create a solution that captures IVR context data and integrates it with Dynamics 365 CRM. Power Automate can act as the middleware to handle data transfer and automate workflows, while the CRM can be customized to display this information. This way, CRM users can see relevant call context, improving their ability to assist customers effectively. I hope that helps!

[@abirassim3223]

@@Azamba I see, thank you for your quick reply, also you guys mentioned in the call that we can set up a queue for agents and enable the dialer only for the Customer Service Agent security role, how can we achieve this? would the queue setup be on the Teams level, Dynamics queue, or both?