User get a single seamless interface for Dynamics 365 and telephone so that advanced call control functionality is right where is should be - alongside the information that is fuelling their conversation with the caller

Auto-logging all phone activity in CRM
Progressive dialer based on CRM Queues = 40% contact rate increase
Personal autodialer
Inbound CRM screen pop based on caller's phone number
Click to dial from anywhere in CRM
Call-back calendar tool ensures no appointment is missed
Real time CRM dashboard to monitor agents and phone activity
Management dashboards for time and activity analysis
Call recording link in Dynamics 365
Voicedrop - leave pre-recorded message in voicemail box
All statistics stored in CRM
Easy to use interface
Any phone system -e.g. Avaya, Cisco, RingCentral, 8x8, TAPI, SIP, ..
Embedded softphone (ans, hang-up, transfer (blind and consult), conference, hold)
No server required
CRM 2011 RU8 to latest.

Flexible to fit any call center: pop based on queue, DNIS, developers API, workflow triggers, inbound result codes, advanced phone number algorithm, multiple CRM instances, phone book,

Progressive dialer for teams features: auto-load items for agents, auto-dial, auto-reschedule no-answers/busies/voicemail, auto-log notes in CRM, unlimited outcomes, workflow integration, full statistics, easy campaign load (from CRM, file or web), real-time display