Vonage Contact Center is expanding to include integration with Microsoft Dynamics 365.

Vonage Contact Center for Microsoft Dynamics 365 helps agents be more productive. They also can access customer insights and help make the customer experience better.

It also meets the needs of companies using a combination of customer relationship management (CRM) tools and digital workflow applications across their organizations. This is especially true for those employing hybrid, multivendor and legacy products.

Curt Allen is Vonage’s senior vice president and channel chief.

Vonage’s Curt Allen

“We are enabling our partners to help their customers already working within the Microsoft ecosystem to further power their digital transformation journeys through differentiated solutions and services that combine Vonage Contact Center with Dynamics 365,” he said.

Vonage’s partner network can help customers personalize their engagement.

This new service also builds on products and services already available to Microsoft and Vonage users, Allen said. That includes integration with Microsoft Teams and Office 365, he said.

Unlocking Core Capabilities

“Vonage Contact Center for Microsoft Dynamics 365’s deep integration unlocks the core capabilities of our contact center solution, including an embedded experience for the agent, within a single, unified interface, screen-pops, click-to-dial, auto-logging, dynamic routing on any data and rich data, key performance metrics and analytics,” Allen said. “[It helps] to create better employee and customer experiences, and delivering the tools agents need to deepen customer relationships through data, digital workflows, and an easy-to-use, unified interface.”

During COVID-19, customers have come to rely on Vonage to keep their employees connected with each other and their own customers, he added.

“We are enabling a new kind of connection and innovation that further extends the value of Vonage’s business applications to partners and their customers looking to leverage Microsoft’s CRM to help power customer support and sales operations,” Allen said.

“Microsoft is happy to have Vonage as a part of the Microsoft business applications ecosystem, offering its contact center platform to Microsoft Dynamics 365 customers and partners,” said Steven Guggenheimer, corporate vice president at Microsoft. “By integrating its solution with Microsoft Dynamics 365, Vonage offers an integrated contact center experience that is built for the Microsoft Dynamics 365 environment.”