UpdatesCloudFronts integrates Cloud Telephony system with CRM Online!
Our CRM team takes up many technical challenges with a goal of resolving key business requirements for our clients. Recently we had a requirement to integrate a cloud telephony system with Dynamics CRM Online. The client did not want to do any installs on the agent’s laptops but instead wanted the entire CTI integration to work through the browser. In addition, the cloud telephony system (Knowlarity) did not have a TAPI adapter as well so USD (Unified Service Desk) was not even an option.
Our team worked with the Knowlarity REST API and developed a POC that allowed for a screen pop within the CRM web application, for incoming calls. The agent could receive the call within CRM and open a case or add notes to an existing case directly from the browser! As we move away from client applications to apps and browser based solutions in the cloud, this approach is ideal for customers who are using different OS platforms !
The video below shows the integration working!