Customer Engagement & Dynamics CRM Forum

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Phone Pop Software

  • 1.  Phone Pop Software

    Posted 17 days ago
    Anyone having success using a third party phone pop tool/vendor that they can recommend that works with Dynamics 365? We use Okta as a single sign on tool which seems to be complicating my search.

    Our need is to have a phone pop that identifies existing records and allows for creation of records if not found. it also should allow for the user to call out using said phone tool directly from a record within Dynamics.


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    Trisha Zalenski
    CRM & Data Specialist
    St. Louis Cardinals
    St Louis MO
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  • 2.  RE: Phone Pop Software

    TOP CONTRIBUTOR
    Posted 17 days ago
    @Trisha Zalenski - On a side note: The native Dynamics 365 for Phones does allow calling directly from the app. Just tap the phone icon next to the phone number. Also, when you complete the call, a Phone Call Activity record is auto-opened so that you can record what was discussed on the call.

    As for third party apps, have you checked into Resco? https://www.resco.net/mobilecrm/

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 3.  RE: Phone Pop Software

    SILVER CONTRIBUTOR
    Posted 16 days ago
    Hi Trisha,

    We're in the midst of an implementation with a client using the Genesys call center tool that we're integrating with CRM that includes record pop, creation of a new record, etc. It also has some pretty robust analytics if you've got a call center, inside sales, customer care team that you're needing to track that info for. The team at Avtex has been great to work with throughout the install/config process.

    Hope that helps!
    Tricia

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    Tricia Desso-Cox
    Managing Director
    C5 Insight
    Charlotte NC
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  • 4.  RE: Phone Pop Software

    TOP CONTRIBUTOR
    Posted 15 days ago
    @Trisha Zalenski - I read the post incorrectly. I see what you are looking for now. I have worked with Mitel (for example) that has API Connectors that work with Dynamics 365 (CRM). They have a desktop application that is installed that will pop open a small Caller ID window. Then after you configure the API connector ​it will pop open the Contact record. Also, after you hang up the call, it will pop open a Phone Call activity automatically.

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 5.  RE: Phone Pop Software

    Posted 15 days ago
    Thanks, Aaron! Will see where this leads to.

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    Trisha Zalenski
    CRM & Data Specialist
    St. Louis Cardinals
    St Louis MO
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  • 6.  RE: Phone Pop Software

    SILVER CONTRIBUTOR
    Posted 15 days ago
    I've worked with a QGate intelli-CTi in a previous position that integrated with both Cisco and Dynamics CRM 2011 - D365 both on prem and cloud.  Very easy to install, maintain and use.  Connects with your existing DB and displays a Caller-Id window with any Account, Contact or Lead in your system with a matching phone number and pops that record.  If no match, will allow users to create a record from the call as well.  Creates a phone call record in the system automatically and also allows for a Follow-Up call if needed, and more.  Check it out at https://www.intellicti.com/microsoft-dynamics-crm/  I worked directly with their North American President, Dale Roley and he is an absolute pleasure to work with​.  We had some issues at first and he came on-site himself to help get us up and running.  Highly recommend this product.

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    Lance Day
    Systems Analyst, CRM
    Dunbar Armored
    Carlisle PA
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  • 7.  RE: Phone Pop Software

    Posted 15 days ago
    Thanks, Lance! I will check them out.

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    Trisha Zalenski
    CRM & Data Specialist
    St. Louis Cardinals
    St Louis MO
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  • 8.  RE: Phone Pop Software

    SILVER CONTRIBUTOR
    Posted 15 days ago
    We have used intelli-CTi for about five years now.  It's very user friendly and the Q-Gate support is fantastic.​

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    Diane McAlpine
    Business Systems Analyst
    Toshiba International Corporation
    Houston TX
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  • 9.  RE: Phone Pop Software

    Posted 15 days ago
    You might also consider PowerCTI (https://www.powerobjects.com/powerpacks/powercti/) as a more budget-friendly alternative.  It may not have all of the features you are looking for but is $1/user/month.

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    Merlin Schwaiger
    Director of Solution Design
    PowerObjects, an HCL Company
    Minneapolis MN
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  • 10.  RE: Phone Pop Software

    Posted 11 days ago
    Hi Trisha, as per your needs i would like to suggest you, that we have implemented Solgari with Dynamics 365 CRM for getting a popup and many other activities such as, when you are having a call or you can dial a call with this tool while this activity you will get a pop-up.
    Example: if you are dialing a call and that contact exist in your application, immediately you will get a new pop window to select that record, If you are dialing a new number. if several matches are available, these are listed and you can choose which contact to open like below
    If no contact is found then search page is opened.
    For more details you can refer this below link
    https://solgari.zendesk.com/hc/en-us/articles/360034569013-Inbound-Calls-D365-Contact-Screen-Pop


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    Vijendra Agrawal
    SA Tech Software Inc
    California CA
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  • 11.  RE: Phone Pop Software

    Posted 10 days ago
    Hi Trisha my company uses Ingenius and it does exactly what you want.  It also has a very nice interface that is inside the Dynamics GUI.

    https://www.ingenius.com/integrations/microsoft-dynamics-365/

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    Jeff Lucas
    Senior Dynamics 365 Administrator
    Glynlyon
    Chandler AZ
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