News:
InGenius Software announces integration with Unified Service Desk for Microsoft Dynamics 365

Published on March 26, 2019

Ottawa, ON - March 26, 2019 – InGenius® Software Inc., a computer telephony integration (CTI) solution innovator, is pleased to announce a new integration for InGenius Connector Enterprise with Unified Service Desk (USD) for Microsoft Dynamics 365.

With the new integration, the InGenius interface is brought into the USD window for a "single pane of glass" experience for contact center agents. InGenius allows agents to take advantage of features such as click-to-dial, screen pop, automated call logging and screen transfer without leaving the CRM, resulting in an increase in efficiency and personalized service for customers.

Unified Service Desk for Microsoft Dynamics 365 is a desktop solution that provides a synthesized, 360-degree view of customer data for users. USD makes use of Microsoft’s Unified Interface framework, which uses responsive design to ensure a good user experience on every screen size. This framework also gives USD the ability to load URLs or pages from Dynamics 365, and ensures InGenius fits alongside CRM data, but does not cover it.

"As a Silver Microsoft Partner, we’ve been able to work with the Microsoft team to ensure we provide a seamless user experience for contact center representatives within Unified Service Desk for Microsoft Dynamics 365," said Kari Simpson, Vice President, Product Management and Marketing at InGenius. "Our CTI solution allows sales and service teams of all sizes to take advantage of productivity enhancements. Empowering agents with effective tools translates to profound results when looking across an entire enterprise organization. We’re very pleased to be working alongside Microsoft to break down data silos and streamline business processes for modern contact centers."

InGenius Connector Enterprise supports integration for Unified Service Desk version 4.0 for Microsoft Dynamics 365 version 9.1. Supported phone systems include Avaya Aura Communication Manager, Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Cisco Unified Communications Manager, Cisco Packaged Contact Center Enterprise and Genesys PureEngage.

InGenius helps users reduce clicks and easily view a consolidation of phone and customer data in the CRM. With standard features and flexible configurations, InGenius helps users decrease their call handling time while providing a better experience to their customers and prospects.

InGenius Software is a Silver Microsoft Partner and a Microsoft Partner member of D365UG/CRMUG. The company’s CTI solution, InGenius Connector Enterprise, is a published app on Microsoft AppSource. For more information about InGenius, see https://www.ingenius.com/integrations/microsoft-dynamics-365/.

 

Screenshot of InGenius Connector Enterprise with Unified Service Desk for Microsoft Dynamics 365

 

About InGenius

InGenius® Connector Enterprise expertly integrates existing telephone systems into leading CRMs, with an enterprise-proven solution. Using innovative computer telephony integration (CTI) that offers maximum configuration flexibility and security, InGenius easily adapts to unique contact center needs. Contact centers use InGenius to increase productivity and enhance the customer experience. Visit ingenius.com for more information.

Media Contact

Kari Simpson
InGenius
VP, Product Management and Marketing
(613) 591-9002 x2550
press@ingenius.com