Drive customer engagement by integrating your RingCentral Engage Voice communication capabilities with Microsoft Dynamics 365.
Engage Voice for Microsoft Dynamics 365 empowers Contact Center reps and agents to streamline daily business workflows with business-critical actions like click-to-call and customer information on incoming calls while providing a unified desktop. Enhance your Contact Center experience by increasing productivity with direct connection inside your CRM, and providing better, more personalized customer interactions.
Available for Microsoft Dynamics 365 Service Hub & Sales Hub.
Flexible voice connection: Agents can use RingCentral Extensions with supported RingCentral hard phone and softphone, and any phone number of their choice.
Customer information on incoming calls: Agents can open objects directly in Microsoft Dynamics when there is a match with an incoming customer call.
Click-to-call: Place outbound calls and allow for easy follow-ups right within Microsoft Dynamics 365.
Call logging: Log all call notes directly into Microsoft Dynamics 365. All inbound and outbound call activities are tracked directly in the CRM application.
Call Disposition: Agents can select their call dispositions directly within the integration, synchronizing them with Engage Voice for future analytics and follow up.
Agent status reason codes: Agents can select their non-ready reason code directly within the widget.
Built in call control: Facilitate collaboration with robust call control allowing agents to transfer to a person (internal, phone book, or ad-hoc number) or to a queue. Internal transfer displays the real-time presence of the other agents to maximize efficiency.
Persistent Phone Connection: Agents can toggle their phone connection to be persistent or not, in order to get connected faster to customers on incoming calls.
Single sign-on (SSO): Leverage Single Sign-On (SSO) with RingCentral Credential for ease of use for simple agent login experience.
Analytics: Access CRM and call history data from the Analytics portal to see how you and your team stack up.
Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.
Ideal Beta customers are using the Microsoft Dynamics 365 customer service hub, or sales team hub within Microsoft.
Engage Voice for Microsoft Dynamics: BETA is available for RingCentral Engage Voice customers who also have RingCentral Office
Inbound calling only (with manual outbound dialing)
You must have Dynamics 365 (online) version 9.1 and higher versions
Requires Windows® XP or above or Mac OS® X 10.8 Mountain Lion or above.
Supported browsers include: Chrome™30 (or later), Firefox® 25 (or later), Safari® 6.0.5 - Safari is supported for Classic view only (or later), and Internet Explorer® 10 (or later).
Last updated: 10/30/2020