Elevate your customer service and relationship management with CloudHesive seamless integration of Amazon Connect and Microsoft Dynamics. This integration combines the powerful contact center capabilities of Amazon Connect with the robust CRM features of Microsoft Dynamics, enabling a unified, efficient, and comprehensive customer experience.

Key Features:

Unified Customer Profiles: Access and manage complete customer profiles from Microsoft Dynamics within Amazon Connect, providing agents with comprehensive context for each interaction.

Voice and Data Integration: Integrate voice calls managed by Amazon Connect with customer data from Microsoft Dynamics for a holistic view of customer interactions.

Screen Pop: Automatically display customer information and interaction history on the agent’s screen during a call, enhancing the agent's ability to provide personalized service.

Automated Case Creation: Automatically create and update cases in Microsoft Dynamics based on customer interactions, ensuring accurate and up-to-date records.

Call Routing: Implement intelligent call routing based on customer data such as account status, region, and interaction history to ensure calls are directed to the most appropriate agent.

Call Recordings and Notes: Access call recordings and agent notes within Microsoft Dynamics for comprehensive record-keeping and quality assurance.

Real-time Analytics and Reporting: Utilize real-time analytics and reporting tools to track key metrics such as call volume, customer satisfaction, and agent performance.

Custom Workflows: Customize workflows to meet specific business needs, enhancing efficiency and responsiveness.