Skype for Business and Dynamics CRM

Being in the telephony space for over 10 years, and dealing with tens of thousands of customers, it's not uncommon for these customers to ask questions about how to automate tasks between their phone system, and their crm package.

Last week we rolled our first integrations between Skype for Business and Microsoft Dynamics CRM.  We took an approach to integrate for 3 different job roles.

1.  The Operator Role

Operators use our attendant console to answer and transfer calls quickly.  With this rollout, we gave them the ability to lookup CRM information on a given call.

From this pop up screen operators can see the account owner, or members of the owning teams, and 1 click transfer to them.  Operators can also screen pop directing to the account or contacts in CRM.

Another need for operators is to see the live caller id information that matches a CRM object.  We have also provided this function.

2.  The Sales Role

For the sales role, we have added CRM capability to our Boss-Admin Executive Console.  Users can do on demand lookups of a caller, or a generic search with non one on the line.

A sample lookup result for a sales user will show a customized view of CRM information for the sales role.

Users can quickly see and screen pop to the account, open opportunities, contacts, quotes, tasks, calls, and emails.

Another important feature for sales users is the ability to automatically log incoming phone calls.  The BA CRM add-on provides this feature as well.  On a new call users are presented with a screen to type call details, and upon saving are directed to the call in CRM automatically.

3.  The Service Role

The service role provides a similar function of the sales role.  It also uses the Boss-Admin Executive Console to accomplish this.  In the settings page users can select which of these views they want to default to.

The only difference between the sales and service users is the lookup screen, where the service role users see something like this.

As you can see the information contains service related data like active cases, active entitlements, contacts, tasks, calls, and emails.  Users can screen pop to crm for any of these objects, and file by them quickly on any active case.

At Bridge Communications we are very active on this front, we have already begun working on numerous upgrades to this CRM platform.  We have created some useful utilities as well, one in particular allows for a one click CRM cleanup that can format all existing numbers to e164.

Stay tuned to our newsletter and website for further developments on this subject.

Doug Routledge, C# Lync, Skype for Business, SQL, Exchange, UC, Full Stack Developer  BridgeOC Bridge Operator Console Twitter - @droutledge @ndbridge