For businesses that run sales and service in Microsoft Dynamics 365: the caller is recognised, a lead or contact is created when needed, and every call or chat opens a case in the team that matches the 3CX queue.
Highlights
- Dynamics record shown while the phone rings
- Lead or contact created for unknown callers
- A case per call or per chat
- 3CX queues linked to your Dynamics teams
- 3CX AI analysis added to the activity when enabled
Microsoft Dynamics 365 serves sales teams and customer service teams alike, often in businesses that also run their accounts and operations in it. The phone is still a blind spot: agents answer without context, and a call only exists in Dynamics if someone takes the time to type it in.
With our hosted connector, the caller’s number is matched against Dynamics contacts and leads while the phone rings. If the person is known, their record appears in the 3CX client. If not, a lead or contact is created according to your rules. When the conversation ends, a case is opened and assigned to the Dynamics team linked to the 3CX queue that answered: the Support queue feeds the Support team, the Sales queue feeds the Sales team.
- Lookup by phone number or email, and search from the 3CX dialler
- A lead or contact created for unknown callers
- A case per call or per chat
- 3CX queues mapped to Dynamics teams, and fields mapped to your configuration
- Transcript, summary, sentiment and recording link added to the activity when 3CX AI analysis is enabled
Frequently asked questions
Who hosts the connector?
We do. Hosting, monitoring, backups, updates and maintenance are included. There is no server for you to manage.
How does the connector access Dynamics 365?
Through an OAuth connection that you authorise with an account in your Dynamics organisation.
Which version of 3CX do I need?
3CX V20 Pro or AI, with CRM integration enabled.
