Buzzeasy CRM integration with Microsoft Dynamics 365

The integration of Buzzeasy with Microsoft Dynamics 365 harnesses the power of the Dynamics Channel Integration Framework to seamlessly incorporate advanced contact center functionalities directly within the CRM environment. This comprehensive solution enriches Microsoft Dynamics 365 with voice and chat capabilities, allowing for a more streamlined and efficient agent and customer experience.

User experience

Agents now have the capability to manage their entire workflow directly within Microsoft Dynamics 365, without the need for toggling between different interfaces.

This integrated approach not only simplifies the agent's workflow by consolidating all necessary functionalities into one interface but also enhances the overall efficiency of the contact center operations. By embedding these capabilities directly within Microsoft Dynamics 365, agents are afforded a more intuitive and cohesive user experience, allowing them to focus more on delivering exceptional customer service with less concern for navigating between different systems.

Through this integration, Buzzeasy and Microsoft Dynamics 365 are redefining the way contact centers operate, ensuring that agents have the tools and resources they need at their fingertips, all within a familiar and powerful CRM platform.

Inbound call flow

Upon receiving a routed call, the CRM integration performs a contact search using the call number. This can lead to three outcomes:

  • No match: The system will display a new contact creation form that agents must complete with all necessary details as per their workflow. Subsequently, within the Buzzeasy CRM integration, agents must update the contact selection. Following this update, the system will generate the conversation log, be it a phone activity or a task.
  • Single match: The system will display a pop-up of the contact and the conversation log.
  • Multiple matches: Agents can choose the appropriate contact from the list, with the option to preview each contact by clicking on the contact name. After identifying the correct customer in the CRM, agents must click the select button within the integration, prompting a new phone call activity to appear.

The phone activity log is enriched with details including the sender, recipient, call direction, and duration of the conversation. Additional data, like queue time, agent ID, and disposition code, can be integrated into the conversation log entity through CRM configurations accessible on the portal.

Outbound conversation

For outbound calls, agents click on the phone icon adjacent to the contact number, triggering an outbound call via the configured Buzzeasy voice channel. If multiple agent workspace are set up, the agent will need to select one. The subsequent flow mirrors that of an inbound call.

Closing a conversation

At the conclusion of a conversation (whether terminated by the customer or the agent), agents must select a closure code from the list and add any necessary notes in the integration window. Following this, the CRM phone call activity will be synchronized with the closure code, notes, and the duration of the conversation (if it was configured on the Portal).

Configuring the Buzzeasy CRM connector

  1. Navigate to the Buzzeasy Admin Portal and access the Integration section.
  2. Choose the CRM integration option.
  3. Click on "Create."
  4. Select Dynamics as the service provider.
  5. Decide if you want Dynamics entities (contacts, phone calls) to open in a new tab and if the conversation log should close automatically once the work item is completed.
  6. Complete the Phone Call field mapping (optional). Here, you can incorporate additional details, such as queue time, into your conversation logs. Note that these fields must first be established in Dynamics. Please consult your IT administrator to create these fields and ensure their data types match the information provided by Buzzeasy.
  7. Complete the Task field mapping (optional).
  8. You have now completed the setup on the Buzzeasy side!

Configuring Buzzeasy CRM Connector for Microsoft Dynamics 365

Creating the Dynamics application

This section is optional. If you already have an application configured in Dynamics that you'd like to configure the Buzzeasy CRM into (like Customer Service Hub), just proceed to the next chapter.

  1. Once logged into the Dynamics environment, click the Create New App button.
  2. Provide a readable name (eg. Buzzeasy Contact Center), and a unique internal name (eg: be_cc_crm).
  3. Configure the image and description according to your needs, then click Done, you will be redirected to a designer page.
  4. In the designer section, click Entities and add Account and Contact. More entities can be added depending on the business requirement.
  5. Click Save, then click the pen icon for the Site Map entry.
  6. Click Add and select New Area, then click Add again and select Group. Provide a unique name for this newly created area and group.
  7. Click the Add button once more and select Subarea.
  8. In the right side of the screen, the Properties tab will be open. For the purpose of this document, we will use 2 specific subareas, but these can be different depending on the 1. business case.
  9. In the Properties tab, set the Type to Entity and set the Entity to Account.
  10. Add another Subarea, but this time set the Entity to Contact.
  11. Click Save, then click Publish.
  12. Click Publish for the application as well.

Configuring the channel integration provider

  1. In Dynamics, navigate to Channel Integration Framework. If it's not present, please configure it following the official Microsoft Documentation .
  2. Click the +New button.
  3. Provide a Name, such as Buzzeasy CC.
  4. Provide a Label, such as Buzzeasy.
  5. Set the Channel URL to https://agent.buzzeasy.com/crm
  6. Set the Enable Outbound Communication field to Yes.
  7. Set the Channel Order field to 1, unless business requirement states otherwise.
  8. Set the Trusted Domain to https://agent.buzzeasy.com/.
  9. Under the Select Unified Interface Apps for the channel, click the drop-down button and select an already created application. (See above for instructions if you need to create one)
  10. Additionally, roles can be configured for the channel, but we are treating it as optional in this document.
  11. Click Save & Close.

Questions and answers

How do I use the application?

Simply click the application from Dynamics home page, then click the Login button in the Buzzeasy CRM application.

Why do I get an error when I try to login?

This usually happens when the Dynamics user is not registered in the Buzzeasy User Manager. You can click "Sign In with a different account" and login with a valid Buzzeasy account.

Can I manually type in phone numbers for outbound dialing?

No, there is no "lookup" mode in the Buzzeasy CRM Connector application, we currently support click-to-dial only.

Will I get a notification if a chat arrives?

Yes. The Buzzeasy CRM Connector application will open-up automatically, showing an unread message counter.