Product & Services

AINVIO MS Dynamics 365
CTI Connector for Amazon Connect

A web-based Computer Telephony Integration (CTI) solution that
seamlessly integrates a CTI Toolbar within Microsoft Dynamics 365.

Why Using AINVIO CTI Connector?

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Unified Interface

Within Dynamics 365, you can access voice, case management, & omnichannel interactions.

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Increased Agent Efficiency

Provide agents with the right tools to improve productivity & response times.

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Improved Customer Experience

Enhance customer interactions with seamless communication tools.

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Maximize Investments

Leverage the full potential of both Amazon Connect and Microsoft Dynamics 365.

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Operational Cost Reduction

Streamline operations and reduce overhead.

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Actionable Reporting

Access real-time and historical performance data to optimize workflows.

Product Features
  • CTI Integration with CRM
Manage all customer interactions (voice, chat, email) within Dynamics 365. The embedded communication toolbar allows agents to perform key actions such as:
  • Accept incoming calls
  • Hold, resume, or end calls
  • Transfer or conference calls
  • Perform call wrap-up tasks
  • Make outgoing calls
  • Screen Pop and Case Management
Dynamically display relevant customer data based on incoming call parameters:
  • No Record Match: Automatically creates a new contact form in Dynamics 365.
  • Single Record Match (ANI): If no open case exists, a new case form is displayed in Dynamics 365.
  • Single Record Match (ANI) with Open Case: Displays the existing case information within the CRM.
  • Multiple Record Match (ANI): Shows clickable URLs for multiple matching cases.
  • Automatic Call Logging
Amazon Connect call activities are logged automatically within Dynamics 365, ensuring accurate record-keeping.
  • Agent Assist (Amazon Q)
Embedded within the CRM application, Amazon Q provides real-time, GenAI-powered agent assistance during customer interactions. (Amazon Q subscription required in Amazon Connect.)
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Product Features
  • Real-Time Call Transcription
View real-time transcriptions of customer calls directly in Dynamics 365 for better context during and after calls.
  • Real-Time Agent & Queue Statistics
Monitor live call metrics, agent performance, and queue statuses, ensuring efficient management and support.
  • Post-Call Transcription & Call Summary
After a call ends, the system automatically generates a post-call transcription and summary, which is displayed in Dynamics 365.
  • Speech & Sentiment Analytics
Post-call speech and sentiment analysis helps gauge customer satisfaction, embedded directly in the CRM.
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Recording & Call Center Reports

Call Recording: Call recordings can be easily played back directly within the Dynamics 365 interface, allowing for convenient reference and access.

Call Center Reports: A range of prebuilt historical reports provides valuable insights into call center performance.

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  1. Daily Call Information
  2. Call Disconnect Reasons
  3. Volume Analysis
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  1. Average Sentiment per Queue
  2. Average Talk Time per Queue
  3. Agent Reports (Overall, login/logout, state change, state summaries)
  4. Queue Reports

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