Connect Eloquant to your Microsoft Dynamics 365 CRM (Microsoft CRM)

Reduce the number of clicks required and automate some of your agents’ actions. The main features of the Eloquant & Microsoft Dynamics integration include:

• Automatic contact synchronisation: The directory of Eloquant’s contact centre and the CRM are automatically synchronised.
• Caller record display: The caller’s CRM record is automatically presented to the agent during the call. Customer data appears on the screen, along with all the information related to the call (dialled number, reason for the call…), allowing the agent to review the details (call history, emails sent…) before starting the conversation. This avoids the need to ask the caller for their customer ID or the reason for their call. At the end of the conversation, the agent can enter a comment, which will be archived with the call history in the customer’s record.
• Automatic dialling (click to call): Enables an agent to make a call simply by clicking on a phone number in a contact record. No need to switch between screens or apps; everything is done in the one place.
• Scheduling and recording of calls and actions: Includes features such as web callback (allowing agents to schedule calls via a web page, a callbot, etc.) and native task management functions within the CRM.
• Automatic recording of all interactions in your Microsoft Dynamics CRM records: Includes the call date, reason, campaign… It is possible to log a summary of conversation (editable by the agent) to reduce processing time and enrich records with a summary of the exchange, actions to be taken by the company, and agreed actions. The audio recording of the conversation can also be archived.
• Automation of actions and processes: Such as creating a callback request when a customer gives a low rating in a satisfaction survey….

The Eloquant & Microsoft CRM connector allows you to centralise in your CRM not only contact centre data, but also customer and prospect satisfaction survey results from Eloquant, regardless of the collection channel (email, SMS, voice, web…).

When a customer responds to a satisfaction survey, their score and responses are stored in their record, allowing your teams to assess their satisfaction level and tailor their communication accordingly.

Benefit from integration between the two tools, and more than that: a real performance driver that boosts your customer service team’s daily efficiency.

Our connector integrates seamlessly with your Microsoft Dynamics 365 CRM, transforming the way your agents handle contacts and calls every day.

The Eloquant Microsoft Dynamics 365 connector is quick to deploy, using standard entities by default for simple and effective synchronisation.

Our teams of experts can take it a step further by customising the connector to meet your specific needs. Whether you need to manage contracts, products, or any other entity unique to your organisation, we tailor the connector to fully reflect your specific requirements and development.

The Microsoft CRM connector, therefore, aligns perfectly with your internal processes, optimising your productivity.

Below is the experience feedback from the GIE CCI Paris Ile de France regarding the integration of the Eloquant solution with Microsoft CRM.

The implementation of the integration between Eloquant and Microsoft CRM was particularly interesting as CCI Paris was using several separate CRM databases across different CCIs (Paris-Ile de France, Marne…), with the management of duplicates and multiple contacts across various CRM databases.

Watch the testimonial from BDR Thermea France (De Dietrich, Chappée…) on the use of Eloquant with Microsoft Dynamics 365.

The connector between the two applications allows advisers to directly access customer information and history through the record pop-up.

As a result, the customer is better supported, and the responses provided are faster and more personalised.