Our partner, Thrives (now part of Savaco), approached us with a unique challenge—building a solution to integrate multiple telephony providers with Microsoft Dynamics 365. The goal was to create a flexible VOIP connector that could support various telephony services, enabling customers to seamlessly connect their preferred provider with Dynamics 365 for an optimized digital telephony experience.
Given the complexity and scale of the project, our partner relied on our talented resources to integrate with their team, collaborating to deliver a scalable and robust connector capable of meeting the diverse integration needs of multiple telephony providers.
Objectives
The primary objectives of the project were:
- Develop a robust and scalable VOIP connector that integrates with Dynamics 365 CRM, allowing seamless interaction between multiple telephony providers and Dynamics 365.
- The connector needed to support features like incoming and outgoing calls, call transfers between agents, and instant access to business context during calls.
- Ensure that the solution would be user-friendly for users —allowing them to manage client communications from within Dynamics 365.
- Deliver the integration with minimal disruption to the telephony provider’s existing services, while ensuring seamless connectivity and call management features.
- Create a solution that would support thousands of users across multiple organizations, ensuring scalability and performance.
Solution
To address the challenge, our partner assembled a highly skilled development team that included some of novalogica’s most talented Dynamics 365 resources, bringing extensive experience in Dynamics 365 CRM and telephony integration. Together, we collaborated closely with multiple telephony providers to design a flexible solution that could accommodate diverse requirements and seamlessly integrate with Dynamics 365.
Key aspects of the solution:
- Leveraging Dynamics 365’s Channel Integration Framework, we developed a custom VOIP connector that integrates directly into the platform’s user interface, allowing the users to access all the telephony features
- Ensured compatibility with multiple telephony protocols, making it easier to onboard new providers
- Built robust security and compliance features into the connector, ensuring data integrity and protection across different organizations.
- Leveraged agile project management methodologies to ensure on-time delivery within budget while maintaining flexibility for feature adjustments during development.
Results
- The VOIP connector is now actively used by thousands of users across various organizations, enhancing their ability to manage customer communications directly through Dynamics 365.
- Multiple telephony providers have onboarded the connector.
- The solution’s scalability and performance have exceeded expectations, allowing the telephony provider to onboard new customers seamlessly.
- This integration has given the telephony provider a competitive edge by offering a powerful, value-added service to their business customers.
“The technical expertise brought to this project by novalogica’s technical resources was outstanding. Our teams worked seamlessly together and delivered a solution that not only met the complex integration needs but also exceeded expectations in terms of scalability and user experience. This project has added significant value to our client’s services.”
Nathan Vanblaere, Dynamics 365 Consultant
