Chapter 7. Digital Phone Integration

Integration of CRM with a phone system ensures consistent data entry and allows phone-based agents to focus on customers and not their case management tools.

Microsoft Dynamics CRM is not Telephony Application Program Interface (TAPI) natively compliant. However, third-party vendors have built solutions that can be leveraged to perform the following:

• Place an outbound call from within the system

• Recognize an incoming call and open the related information from Microsoft Dynamics CRM automatically

• Send and receive faxes

In addition, because of this level of integration, ...

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