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.
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.
– Is probably supported, some additional research on our end would be needed. Check with us if interested.
Microsoft Dynamics CompatibilityWe work with all versions