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NICE inContact Contact Center as a Service (CCaaS) Integration

  • 1.  NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted Mar 06, 2020 10:49 AM
    We're looking into integrating our Dynamics 365 CRM with the NICE inContact Contact Center as a Service (CCaaS).

    Does anyone have any experience with this company and product?

    We would like to come up with a best practice for the integration that we can also use for other vendors going forward.

    #CRM2016
    #Technical​​​

    ------------------------------
    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    GOLD CONTRIBUTOR
    Posted Mar 09, 2020 10:00 AM
    Tim,

    We currently use InContact and as of right now, the Click2Call function is not working in the new Unified Interface.  Perhaps you can confirm this with them.  I'm developing a custom control as a work around.

    Bob


    ------------------------------
    Bob Chang
    CRM Application Developer
    Cystic Fibrosis Foundation
    Bethesda MD
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted Mar 09, 2020 10:19 AM
    ​Hi Bob,

    We aren't currently using the Unified Interface and don't plan on using the Click2Call function. At this point we're only going to be using the Screen Pop functionality. I will bring it up in our vendor discussions if the occasion presents itself, though. Thank you for the tip.

    Tim

    ------------------------------
    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted Mar 09, 2020 12:08 PM
    Bob,

    How did you end up giving inContact access to CRM ? Did you enable the Internet-Facing Deployment (IFD) with OAuth so they could use the REST API, or some other way?

    Tim

    ------------------------------
    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    GOLD CONTRIBUTOR
    Posted Mar 11, 2020 08:06 AM
    Tim,

    A 3rd-party vendor developed a custom integration using OAuth.  The solution was installed in 2016 so it needed some minor updates to make it work with the Unified Interface.  For example, it was looking for the div#crmForm selector which doesn't exist anymore.

    Bob

    ------------------------------
    Bob Chang
    CRM Application Developer
    Cystic Fibrosis Foundation
    Bethesda MD
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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