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, ...