Nextiva for Microsoft Dynamics CRM
Streamline customer engagement with Dynamics 365 and Nextiva.
Do this and more with Nextiva + Microsoft Dynamics.
Call Logging as an activity
Associate calls to a contact or account, and your activity is automatically logged in those Dynamics 365 records when the call completes. Choose to edit these call notes or use our default notes instead.
Manage your tasks and records
From the Dynamics 365 integration panel, make new contacts, leads, opportunities, cases or accounts. Type notes that will create tasks automatically. NLP interprets words like “tomorrow” or “next week” as dates for your tasks.
Hop into your call with Screen Pop
An incoming call pops right onto your screen. One click brings up the customer’s record in your Dynamics 365 CRM. In case of an unknown number, associate it with an existing record. Make all this happen before you even pick up the phone!
Add the #1 rated business phone service.
Software integration
Download a desktop application to manage your integration.
Embedded integration
Embed an integration from the Microsoft Marketplace and log in using your Nextiva credentials.
Browser extension
Install an extension into your web browser to integrate Nextiva with your browser instance of Microsoft.
Requirements
Supported versions
Microsoft Dynamics 365
Microsoft Dynamics
Microsoft Dynamics AX Version 2012 R3
Microsoft Dynamics AX Version 2012 R2
Microsoft Dynamics AX Version 2009
Microsoft Dynamics CRM Version 3, 4
Microsoft Dynamics CRM Version 2016
System requirements
- Nextiva Professional or Enterprise plans.
- Embedded integration or browser extension requires Nextiva Enterprise licenses.
- CTI requires a Windows® or macOS computer.
- Google Chrome for the browser extension.
FAQs: Microsoft Dynamics CTI
What is the Nextiva Dynamics 365 integration?
The Microsoft VoIP integration is a Computer Telephony Integration (CTI). It leverages your cloud phone system to provide additional functionality within Dynamics 365, utilizing phone features like call recording, and call logs as activities.
How can I sign up for the Nextiva Microsoft integration?
Just mention it to your account executive or client success manager. They’ll be happy to include the Microsoft Dynamics CTI with your virtual phone system. Nextiva also has other Microsoft VoIP integrations available.
Does the Microsoft Dynamics CTI cost anything?
The Dynamics 365 phone integration will come on request with certain packages at no additional charge depending on volume, but will be available à la carte to all Nextiva cloud PBX customers at an additional charge. It’s not available out of the box.
Can I Click-to-Call within Dynamics 365?
Yes, the Microsoft Dynamics CTI will ring your desk phone or softphone after you click a phone number in your Dynamics 365 instance. Answering your phone will place the call to the phone number selected.
Does the Microsoft Dynamics CTI work on all devices?
The Microsoft Dynamics CTI can be completed with a desktop application, a browser extension, or an embedded application found in the Microsoft Marketplace.
Does the Microsoft integration work on all calls?
Whether you use Click to Call or your call history to place outbound calls, take an inbound call directly or from a call center/contact center, the Microsoft Dynamics CTI will provide some functionality to your CRM system.
Overview
The Microsoft Dynamics 365 integration unifies customer data and communications to help teams resolve issues faster and reduce manual CRM work. Agents gain instant access to contact and case details during every interaction.
Enhance customer engagement with real-time CRM context:
- Caller Context: Automatically surface relevant Dynamics 365 records during inbound calls.
- Case & Lead Syncing: Keep contacts, leads, and cases updated in real time.
- Activity Logging: Log calls and interactions directly to Dynamics 365.
- Workflow Enablement: Create follow-up tasks and actions from customer interactions.
Requirements
- Microsoft Dynamics 365 license with API access
- Active Nextiva Contact Center or NEXT account
- System admin setup credentials
FAQs
Does the integration support real-time CRM syncing?
Yes. Contacts, leads, cases, and activity records sync in real time between Dynamics 365 and Nextiva.
What CRM data is available to agents during calls?
Agents can view relevant contact, lead, and case information automatically when calls connect, enabling more informed conversations and faster resolutions.
Does the integration support automated follow-ups?
Yes. Call activity can trigger task creation and follow-up actions within Dynamics 365, helping teams respond faster and stay organized.
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