Integration with non-Microsoft services

  • 2 minutes

For the accelerated human-assisted service, there are two methods to enable Contact Center. You can use Dynamics 365 as a CRM, or you can integrate with a non-Microsoft CRM system.

So when you're integrating with non-Microsoft CRM systems, you can:

  • Use your CRM as your UI interface - Use the Dynamics 365 Contact Center widget for that, which is this embedded experience.
  • You can use the Dynamics 365 Contact Center app as your UI interface - Microsoft provides a standalone experience where you don't need to see your non-Microsoft CRM system.

The decision point is whether you want to use your CRM as your UI interface, or if you want to use the Dynamics 365 Contact Center app.