for Microsoft Dynamics

The solution that unites Avaya Communication Manager with CRM desktops


Unite your Microsoft Dynamics CRM system with the world’s most popular call centre solution, Avaya Communication Manager (CM), so that you and your customers can interact across multiple communication channels.

As one of the most popular choices for an enterprise CRM system, Microsoft Dynamics combines familiar Microsoft Office applications with robust CRM software to transform the way businesses connect with their customers, their employees, their partners and their data. But by adding the telephony functions of Avaya CM to Microsoft Dynamics, along with intelligent screen-pop, softphone and Avaya call recording, Desktop Connect adds even more versatility and power to your CRM application: Organizations can achieve true cross-channel context, shaving seconds off handling time per call, while contact centre agents and back-office staff have rapid, easy access to the resources they need to deliver unparalleled customer care. 

Crossing technology and network boundaries, Desktop Connect for Microsoft Dynamics provides a seamless, ‘out-of-the-box’ solution that eradicates the need for reliance on the expensive professional services that are typically associated with integration. By leveraging the capabilities of Avaya CM and Microsoft Dynamics, Desktop Connect delivers substantial improvements in staff efficiency, significant reductions in costs, and transforms the customer journey:  key elements that will set your organization far ahead of the competition, and impact positively upon your profitability and revenue growth.




Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect for Microsoft Dynamics, an out-of-the-box screen-pop comes as standard. With every new call, a screen-pop instantly appears on the agent desktop, containing customer specific information that can be acquired from a phone number, IVR information, or information the agent has entered. With pertinent customer information immediately to hand, agents can not only shave seconds off call handling times – often as much as 15-20 seconds, but also have the resources necessary to resolve customer issues on the first attempt and provide the exceptional customer care that will set you far apart from your competitors.

Have your customer information immediately to hand
Quick, easy access to all the resources an agent needs

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to Microsoft Dynamics, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand


Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed within Microsoft Dynamics. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory. Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Record calls & access recordings from within Microsoft Dynamics

To ensure quality control and compliance, the best contact centres seek to record some portion of their calls. Desktop Connect can add a call recording link to the Microsoft Dynamics activity/call log call so that the Avaya/Verint call recording can be conveniently accessed and played back directly from within Microsoft Dynamics. And to ensure PCI compliance in your contact centre, the CTI interface can be customized to enable pause-and-resume of call recordings directly from Microsoft Dynamics.


Desktop Connect for Microsoft Dynamics automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for Microsoft Dynamics keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

Keep track of every customer interaction
State-of-the-art Cloud Services for Avaya Contact Centres

Deployed on-premise or as a cloud service,* Desktop Connect can also be used to Snap-On added Cloud services to enable Avaya contact centres to take full advantage of other state-of-the-art resources. In addition to the very real benefits that cloud services bring to Microsoft Dynamics - including increased collaboration and Anywhere Working - Desktop Connect can Snap-On leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, and Knowledgebase, as well as many others – and unite them all within a single, consolidated Agent desktop. *Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification


Integrates Avaya Telephony with Microsoft Dynamics

Out-of-the-Box Screen-Pop

Single, Intuitive Microsoft Dynamics Desktop

Click-to-Dial from within Microsoft Dynamics

Call Recording Integration

Consolidated Microsoft Dynamics Reporting

Delivers Cloud Snap-On Capabilities

Shaves Seconds off Call Handling Times