Amazon Connect and Microsoft Dynamics Integration Services

Unlock better customer service with real-time CRM intelligence.

As an AWS Premier Tier Services Partner, zeb offers deep expertise in integrating Amazon Connect with Microsoft Dynamics 365 to deliver connected, data-rich support experiences. Our solution equips agents with the full customer context, automates routine tasks, and uses AI to boost responsiveness and satisfaction.

What’s Included

• CRM Landscape Review and Integration Planning
  We evaluate your Dynamics 365 modules, custom fields, and customer journeys to determine the ideal integration architecture for service, sales, or field teams.

• CTI and Interaction Embedding
  Integrate Amazon Connect’s voice capabilities directly into Dynamics for screen pops, call control, case and contact matching, and call logging.

• Contact Flow and Data Routing Enhancements
  Route calls based on CRM data such as customer tier, open cases, or product type, ensuring agents get the right context before each interaction.

• AI Assist Enablement with Amazon Q
  Provide live suggestions and next-best actions inside Dynamics using Amazon Q, based on call transcripts, history, and CRM context.

• Call and Case Automation
  Automatically create or update cases, leads, or opportunities based on call outcomes and customer responses.

• Training, Testing, and Go-Live Support
  We provide full validation and documentation, along with team training to ensure adoption and success.

Why zeb?

• Certified in both Amazon Connect and enterprise CRM integrations
• Experience across regulated industries like financial services and healthcare
• Skilled in both low-code Dynamics apps and custom plugin development

Let zeb power up your Dynamics environment with cloud-based voice, AI insights, and streamlined customer engagement.