Phone Agent Assistant

Connect Dynamics 365 Customer Engagement (CRM) to Skype for Business

The Phone Agent Assistant is a companion app for Skype for Business which allows you to automatically see the name and other relevant information from your Dynamics 365 (CRM) organization, about any incoming call.

The app connects to your existing organization of 'Dynamics 365 for Sales', 'Dynamics 365 for Customer Service' or other solution built on Dynamics 365 Customer Engagement (previously known as 'Dynamics CRM').

The Phone Agent Assistant runs in the background, alongside Skype for Business on your Windows machine, and will automatically detect all incoming calls on Skype for Business and show relevant information from Dynamics 365.

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Highlights

Screenshot of Phone Agent Assistant Notification
  1. An extended notification window will appear to compliment Skype for Business's notification. Information in the extended notification window is retrieve automatically from your Dynamics 365 organization.
  2. See highlights of the Account, Contact or Lead straight away and optionally you can choose to open up their record directly in Dynamics 365
  3. Use the 'Start taking notes' button to quickly create a Phone Call activity in Dynamics 365 with your notes, without the need to open Dynamics itself
  4. Use the 'Decline and schedule call back' button to decline the incoming call and create a reminder Phone Call activity in Dynamics 365 which will automatically remind you in 24 hours to call back.