Thrio, Inc., maker of award-winning cloud contact center software, announced its omnichannel integration with Microsoft Dynamics CRM. Users see a “Single Pane of Glass,” eliminating the need to toggle between applications while servicing customers. This tight integration equates to improved agent productivity in high-transaction customer service environments. In addition to voice, Thrio’s integration offers digital channels including chat, email, and SMS. Comprehensive reporting and real-time supervisory dashboards orchestrate data from all omnichannel sources.

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Thrio’s integration with Dynamics CRM supports useful contact center functions including:

• Single-Sign-On between Microsoft & Thrio
• Single-Pane, Integrated Interface
• SLA Wallboard Display
• Coordinated Screen Pops (Dynamics CRM Screen Population)
• Predictive and Progressive Dialing with Lead Preview
• Flexible Dialing Instrumentation
• Agent-to-Agent Calls
• Thrio Omnichannel Capability (Email, Chat, SMS)
• Bi-Directional Dispositioning
• Presence Management
• Synchronized Reporting and Real-Time Dashboards
• Support for Custom Objects in Dynamics CRM

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“With Thrio, enterprises can now offer a more seamless experience to customers with the Microsoft Dynamics CRM integration,” said Lance Fried, Thrio Chief Marketing Officer. “Thrio’s robust voice, digital, and blended agent capabilities match perfectly with Microsoft Dynamics CRM. The combination makes for supercharged sales and service programs for all enterprises.”