ProUCX's AWS Connect for Dynamics 365 connector puts the phone where your agents already work. Screen-pop the right record, click-to-dial, log every call automatically and capture wrap-up disposition — all inside the Dynamics 365 agent workspace.
Works with the platforms you already run
Connects your existing Amazon Connect instance to Microsoft Dynamics 365 — no Service Cloud, no extra dialer.
Click through the docked CIF v2 panel in a simulated Dynamics 365 Copilot Service workspace — accept a call, screen-pop a record, disposition and save, across match, no-match and multiple-match scenarios.
Agents waste seconds on every call hunting for the caller, copying notes between windows and forgetting to log activities. ProUCX closes the gap so the call and the customer record are one screen.
The right Contact or Account opens the instant the call connects. No searching, no copy-paste, lower average handle time.
Every call writes a phonecall activity automatically — even unmatched numbers — so your timeline and reporting are complete.
Call control lives in the Dynamics 365 multi-session panel agents already use. Less training, less window-juggling.
Amazon Connect routes the call. The connector reads the caller's number (ANI) and matches it against your Dynamics records in real time.
A single match opens the record; multiple matches show a picker; no match offers a pre-filled "create contact" form. Agents stay in control of what links to the call.
Click-to-dial outbound straight from D365 phone fields. The agent confirms the correct customer record to link to the call — even across multiple open sessions.
At after-call work the agent picks a disposition and adds notes. The connector finalises the phonecall activity with disposition, notes and the Connect contact ID.
Contact Trace Records and Contact Lens fill any disposition fields the agent didn't set — without ever overwriting the agent's own entries.
Exact-match calls auto-open the Contact or Account and link it to the call's phonecall activity.
Several matches open a results view so the agent chooses the right person — browsing has no side effects.
Unknown numbers open a create form pre-filled with the caller ID, ready to save and link.
Dial out from any Dynamics phone field; the call launches through Amazon Connect.
Configurable wrap-up codes plus free-text notes written into the call timeline.
A phonecall activity is created on answer and finalised at wrap-up — optionally even for unmatched calls.
With several calls open, the correct record links to the correct session — state is isolated per call.
Server-side reconciliation guarantees a complete record even if an agent skips wrap-up.
Search entities, match fields, dispositions, screen-pop timing and more — tuned per customer, no code.
Microsoft has made Channel Integration Framework v2 the standard for embedding voice in Dynamics 365, and Salesforce's Open CTI reaches end-of-life in February 2028 — forcing a wave of connector rebuilds across the industry. Modernising your Amazon Connect ↔ Dynamics integration now, on the current framework, puts you ahead of that curve instead of behind it.
A flat platform fee per Dynamics organisation, plus a per-agent monthly rate. No telephony lock-in, no transaction fees.
Indicative pricing — confirm during scoping
Yes. It runs as a multi-session CIF v2 channel provider inside the Customer Service workspace, with docked panels and session-per-call.
No. It connects your existing Amazon Connect instance directly to Dynamics 365 — no extra telephony platform to license.
Call activities and dispositions are written into your Dynamics 365 organisation. ProUCX stores only per-tenant configuration, hosted on AWS with data-residency options in Australia, Singapore, the USA and Europe.
We connect your Connect instance and D365 org, configure screen-pop and dispositions, and verify a live test call. Most tenants are live within days. See support & onboarding.
Book a 30-minute demo and we'll show a live call screen-popping and logging inside Dynamics 365.