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Enabling The Customer Engagement Hub Through Nextgen CTI

Integrate Avaya and Microsoft Dynamics Now

Connect your Microsoft Dynamics and Avaya using Tenfold to automatically track and log every call instantly

Avaya + Microsoft Dynamics

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About Avaya

Avaya IP Office easily scales to 3,000 users at a single site or in up to 150 locations. Enable your mobile workforce to collaborate, and promote commerce any place, any time, and on any device. True plug and play reduces...
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About Microsoft Dynamics

Microsoft Dynamics Customer Relationship Management (CRM) is a business solution to help develop leads, nurture contacts, track your sales, and keep your customers happy. It brings digital intelligence into each deal,...
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About Tenfold

Tenfold is a phone intelligence solution which unifies a user’s phone system and CRM platform; All calls made on your phone will be automatically logged in Microsoft Dynamics, allowing them to work together, and streamline the customer experience.

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See how Tenfold helps companies have better customer conversations

  • Higher integrity data by automatically capturing all customer conversations
  • Measurably increase the productivity of your customer-facing employees
  • Improve the Customer Experience at the moment of interaction

100% Data Capture

Tenfold automatically captures every interaction and natively integrates with all communication platforms including Microsoft Dynamics

360-Degree View

Tenfold provides immediate transparency across all departments, specific to the current customer state

Ease of Implementation

There is minimal change to end user behavior and as always, no change in existing infrastructure is required with the Tenfold and Microsoft Dynamics integration


With Tenfold, you also have the ability to innovate by leveraging your current tech stack and operate within current security requirements

Capture 100% of your customer interactions

80% of customer engagement data is missing

Running a modern day business is like having a bad set of windshield wipers in a storm, you get 20% visibility into the activity that your team is doing and not enough to really know what is going on. Tenfold installs a new set of windshield wipers that gives you 100% visibility into your business.

Native integration with all communication platforms

Tenfold provides automatic capture of customer interaction data in real-time with minimal change to end user behaviors as well as the flexibility to add/change systems without hidden costs or service fees.

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Is a Dynamics/Avaya Integration worth the investment?

Consider the following. An average sales agent makes 100 calls per day.  After each call, they have to manually log the activities that took place. This means adjusting the pick lists or dispositions of the lead, manually logging the call itself to the CRM, and adjusting the state of each lead. For a typical sales agent, they make calls through a manual dialer, and manually log everything to Dynamics. Not accounting for looking up the phone number, it takes roughly 10 seconds to manually dial a call through Avaya, and once the call is over, about 90 seconds to log all activities to Dynamics.


Just from manual dialing alone on an Avaya phone, an agent can lose 16 work minutes per day, which translates to 83 minutes a week, 333 minutes a month, and 4,000 minutes per year. That’s 66 hours a year lost, per rep; and not accounting for the 90 seconds of extra logging that needs to be done after each and every call.


What Dynamics/Avaya integration works best for me?

Click-to-Dial integration for Dynamics/Avaya

To understand this is to understand the nature of what you are trying to accomplish.  If you’re looking to increase outbound call volume at a substantial rate, you want an Avaya-Dynamics crm integration that incorporates click-to-dial.  Most Dynamics/Avaya integrations seek to solve the manual dialing problem by creating hyperlinks in HTML rich environments in Dynamics and converting a phone number to a clickable link that instantly routes to an Avaya phone system.  Let’s take a peek at what this looks like on a typical phone number


<span id=”callinize-5127709100-361″ class=”callinize-ctd” title=”Call with Tenfold” data-phone=”5127709100″ data-record-id=”” data-record-module=”” style=”cursor:pointer; text-decoration: underline; color: rgb(0, 51, 187);”>512-770-9100</span>


This is an example from a popular Dynamics/Avaya integration that uses complex logic to recognize the formatting of numbers as a phone number and generates a hyperlink with them.  This type of Dynamics/Avaya integration is called Click-to-Dial.


Bridging the gap between Microsoft Dynamics and Avaya

Another popular CRM integration type is one that seeks to automatically log calls to Dynamics. This can be accomplished by configuring an API user that is authenticated in a “dashboard”.  That API user then writes to Dynamics on behalf of the organization and delegates tasks out to the user who is leveraging the integration. This integration can also take important information from Dynamics, and route this to a floating UI that displays all relevant data associated with the phone number that was dialed or received. This allows the user to instantly edit dispositions or pick lists, make changes to the phone record, change statuses of the lead, schedule followups with the lead through a complex Natural Language Processor (NLP), and send emails/SMS texts to the user all through the UI.


Natural Language Processor

The NLP is a complex functionality that is able to understand basic language, and create tasks given the text it’s presented with. For example. if an agent needs to follow up with a lead next Monday, they’d simply type “followup next Monday” into the floating UI. The integration will recognize this phrase, and directly create a follow-up task for the agent. The integration becomes a one-stop shop not only for scheduling events, but also manually recording them. This works exceptionally well for enterprise agents who leverage multiple applications to complete tasks, because it routes all relevant needs to the floating UI.

Avaya Compatibility

IP Office Series
IP Office series, such as IP Office 500  & IP Office 400.  You will need the “CTI Link Pro” license from Avaya.

Avaya Definity / Avaya Communication Manager
Release 7 or later Avaya Communication Manager: CM3 or later
A separate TSAPI or Avaya Enablement Server (AES) v3+ server is required

Avaya BCM Series
Firmware Versions: BCM 200 & 400: Release 4.0 BCM 50: Release 2 BCM 450: Release 1
Dedicated LAN CTE Dedicated LAN CTE license (One)

Avaya Aura Contact Center

All versions supported.

Avaya CS1000
– Is probably supported, some additional research on our end would be needed.  Check with us if interested.


Microsoft Dynamics Compatibility

We work with all versions

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