Case Study: Dynamics NAV-CTi

Case Study: Dynamics NAV-CTi

Dynamics Consultants have developed a computer telephone system Add-on to integrate third party business telephone systems with Microsoft Dynamics® NAV, providing a robust computer telephony integration (CTi) solution. NAV-CTi utilises the Intelli-CTi™ family product range from QGate, supporting a wide range of telephone switches, business telephone solutions and Microsoft Lync®.

One of our customers, Churches Fire Security Ltd, were using an outbound TAPI (Telephony Application Programming Interface) solution which allowed them to select a number from a screen for an outbound call, but for inbound calls they had to manually search NAV for customer and/or vendor records. Our customer needed the ability to directly record information about outbound calls and also have a process for inbound calls too.

With the implementation of NAV-CTi and the Intelli-CTi Breeze Bar which can sit on the user’s desktop, either docked to the edge of the screen or sitting discretely minimised, both inbound and outbound calls communicate automatically with Dynamics NAV.

Intelli-CTi Breeze Bar

Now, when the Churches Fire call handlers receive a call, a separate screen pops up listing the potential Contacts based upon the incoming telephone number. If the number is not in the database, the call handler is given the option to extend the search or create a new Contact.

Having selected the appropriate Contact, the card is opened and information pertaining to them will be displayed, including sales, purchase and financial related information. In addition, they are able to update the Contact Card itself and record information about the call such as the reason for the call and the outcome, and even create new orders along with the auto-update of the date and duration.

Similarly, after the system has made an outbound call from a Contact card using the action buttons on the ribbon, the call handler can update the record appropriately.

NAV Contact Card

With the Dynamics NAV-CTi solution, Churches Fire employees have up-to-date information at their fingertips and have a more professional, customer enhanced, streamlined process which saves time, prevents errors and ensures that information is stored correctly.

Watch our demonstration video to learn how Dynamics NAV-CTi can support your telephone operatives and save your business valuable time.

The Dynamics NAV-CTi solution is part of the Dynamics Consultants Communication Management Add-on Suite which enhances existing NAV features or adds functionality that would otherwise be unavailable.

Stuart Hardman

Stuart is an experienced Dynamics Consultant having worked with Microsoft Dynamics Navision, NAV and Business Central for over 20 years, 18 of those as a lead consultant on numerous projects with various Microsoft Dynamics partners. He also has experience working and implementing solutions with major companies and groups in retail, distribution, and service management, as well as smaller companies looking to implement their first integrated ERP solution. In early 2020 Stuart took up his new role as Commercial Manager responsible for products and partnerships at Dynamics Consultants.