The key benefits of Dynamics CRM telephony integration

Seamless contact sync between your CRM and Phone system

Your team’s productivity can take a hit when they are constantly switching tabs searching for contact information. With Freshdesk Contact Center, your CRM data is automatically synced into your phone system and you have all the information before you pick up the phone.

  • Contact information from Microsoft Dynamics CRM is automatically synced into Freshdesk Contact Center
  • Create leads from within Freshdesk Contact Center and it’ll be reflected in your CRM
  • View lead details and related lead records without having to switch tabs while on a call 


Dynamics CRM phone integration Dynamics CRM phone integration

Engage in contextual conversations

Personalized conversations are the best way to truly delight your customers and show that you really care. In order to have personalized conversations, your team needs access to a caller’s complete conversation history.

With Freshdesk Contact Center you can:

  • Listen to previous call recordings and configure call recording as per your compliance requirements.

  • Take detailed notes after each conversation. Notes are appended to the customer’s conversation history.

  • Utilize call disposition codes to tag calls and provide visibility to your entire team.

Microsoft Dynamics CRM telephony integration Microsoft Dynamics CRM telephony integration


Experience a powerful phone system integration

Along with your CRM, a powerful phone system is necessary to be able to engage customers effectively. Freshdesk Contact Center operates on the cloud giving your teams great flexibility and access to powerful features.

  • Freshdesk Contact Center offers an intuitive interface and a low learning curve. Bring your team and start calling in hours. 

  • Provide flexibility to your teams to make and take calls on the go with the Freshdesk Contact Center mobile app.

  • Powerful call routing engine that ensures you don’t miss any of your important calls.

Microsoft Dynamics CRM telephony integration Microsoft Dynamics CRM telephony integration

How to integrate Microsoft Dynamics CRM with Freshdesk Contact Center (formerly Freshcaller)?

Integrating Dynamics CRM with Freshdesk Contact Center is quick and easy. It is required that you have an active Dynamics CRM account to be able to integrate it with Freshdesk Contact Center. Once you sign up for Freshdesk Contact Center you will have access to different applications listed on the marketplace. Under the ‘CRM, Sales and Marketing’ category select Dynamics CRM and click install. You would be asked to provide authorization credentials for your Dynamics CRM account. After successful authorization, you can customize the contact fields that you would like to be displayed within Freshdesk Contact Center. You can visit our marketplace page for complete instructions on how to integrate Dynamics CRM with Freshdesk Contact Center.

Microsoft Dynamics CRM phone integration Microsoft Dynamics CRM phone integration

All you need in your Microsoft Dynamics CRM telephony integration

Call Masking

Mask your business number with your personal phone number to provide a personal touch while calling prospects.

Learn more about Call Masking

Voicemail Drop

Automate the time-consuming activity of leaving voicemail messages.


Call Tagging

Categorize and label the outcome of each call with call tags. Choose from a list of default tags or create your own custom tags. 
Learn more about Call Tags

Call Recording

Utilize flexible call recording options for compliance purposes. Find out what went right or wrong on calls using call recordings.
Learn more about Call Recording


Click to call 

Place a call directly from your CRM by simply clicking on the number. No more copying and pasting numbers.

Learn more about Click to Call

Call Analytics

Analyze trends and gather insight into the performance of your phone teams. Utilize our pre-built reports or create custom reports of your choice.

Learn more about Call Analytics