Bring every NICE CXone call into Dynamics 365.

The right Contact or Account opens the instant the call connects — lower average handle time.

Every call writes a phonecall activity automatically — complete timelines and reporting.

Call control lives in the Dynamics 365 multi-session panel agents already use.

NICE CXone routes the call. The connector reads the caller's number 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 form.

Click-to-dial outbound from D365 phone fields. The agent confirms the record to link to the call, per session.

At after-call work the agent picks a disposition and adds notes; the phonecall activity is finalised.

Every call is captured in the Dynamics timeline with disposition, notes and duration for reporting.

The panel is added to your organisation as a CIF v2 channel provider record and assigned to the app profiles and security roles you choose — the route Microsoft supports for embedding telephony, not a browser add-in.

Call state comes from the NICE CXone Agent SDK rather than a scraped screen, so the panel knows when a call is ringing, connected or in wrap-up, and click-to-dial requests are raised back to CXone.

CIF v2 is multi-session, and the connector uses it properly: each CXone call opens its own session with its own tabs, so a second call never overwrites the record the agent linked to the first.

Dynamics collapses the channel widget on some navigation paths. The connector detects the collapse and re-docks itself, so call controls don't vanish the moment an agent opens a record mid-call.

The caller's number is matched with an OData query against the entities and phone fields you nominate — Contact and Account out of the box, others by configuration — with international +61-style numbers encoded correctly so a NICE CXone Dynamics 365 screen pop doesn't silently fail.

The activity is created when the call is answered and finalised at wrap-up with disposition, notes and duration, linked to the CXone interaction so Dynamics reporting and CXone reporting reconcile against the same call.

Exact-match calls auto-open the Contact or Account and link it to the phonecall activity.

Several matches open a results view so the agent chooses the right person.

Unknown numbers open a create form pre-filled with the caller ID.

Dial out from any Dynamics phone field through NICE CXone.

Configurable wrap-up codes plus free-text notes on the call timeline.

A phonecall activity is created on answer and finalised at wrap-up.

The correct record links to the correct session with several calls open.

Search entities, match fields, dispositions and timing tuned per customer, no code.

Hosted on AWS with data residency in Australia, Singapore, the USA and Europe.

Create the CIF v2 channel provider record in Dynamics 365 with the ProUCX panel URL, a unique name and the channel order, then save and publish it to the organisation.

Attach the provider to the app profiles that should see it — typically the Customer Service or Copilot Service workspace — and to the security roles your contact-centre agents hold.

CIF v2 will not open a session per call without a valid generic session template and application tab. We supply the template values and verify them against your organisation before testing.

Point the panel at your NICE CXone cluster and business unit so the NICE CXone Agent SDK can authenticate, and confirm agent sign-in with your CXone credentials or SSO. No separate dialer and no CXone Agent desktop app.

Nominate the entities and phone fields to match on, the behaviour for a single match, several matches and no match, and the wrap-up codes agents choose from. Per tenant, no code.

A real call through your own NICE CXone environment, watched end to end — pop, link, log, disposition — before an agent goes anywhere near it. See support & onboarding.

Phonecall activities, dispositions and notes are written into your own Dynamics 365 organisation, under your retention, audit and access rules — not into a ProUCX database.

Call audio and recordings remain in your own NICE CXone environment and its storage. The connector links the call to the Dynamics record; it does not take custody of the recording.

Multi-tenant with isolated per-tenant configuration, hosted on AWS with data residency in Australia (ap-southeast-2, onshore), Singapore, the USA and Europe, so Australian contact centres can keep the connector onshore. More in security.

NICE publishes an embedded agent desktop for Dynamics 365 with call handling, screen-pop on inbound, click-to-dial and automatic interaction logging, listed on the Microsoft marketplace and supported by NICE. It is first-party, and that counts for something no third party can replicate.

We would rather say that here than after a procurement cycle. The case for a third-party CIF v2 connector is specific, and if none of the reasons below apply to you, the first-party agent is the simpler purchase.

This connector is built on the same vendor-agnostic Channel Integration Framework layer as our Amazon Connect connector for Dynamics. Screen-pop on match, the multi-match picker, the no-match path, session-per-call and wrap-up disposition behave the same way on both platforms.

Organisations with CXone in one business unit and Amazon Connect in another, or migrating between them, get one agent experience and one set of Dynamics configuration rather than two. Agents do not relearn the panel when the platform underneath changes.

Hosted on AWS with data residency in Australia (ap-southeast-2, onshore), Singapore, the USA and Europe. Your CXone tenancy does not move. If onshore processing of the integration layer is a procurement requirement, ask any vendor where their middleware runs and get the answer in writing.

Which Dynamics apps are supported; what happens when the caller matches nothing; whether wrap-up disposition writes back to the activity; and where the middleware runs. The answers, not the feature grid, are what separate these products.

Yes — it runs as a CIF v2 channel provider inside the Customer Service workspace, driven by NICE CXone.

Yes — inbound and outbound CXone calls become Dynamics phonecall activities with disposition, notes and duration.

Yes — with single-match, multi-match picker and create-on-no-match handling.

Call activities are written into your own Dynamics 365 organisation and call audio stays in NICE CXone; ProUCX stores only per-tenant configuration, hosted on AWS with data residency in Australia (ap-southeast-2, onshore), Singapore, the USA and Europe.

On the NICE CXone Agent SDK, which streams live voice events into a ProUCX CIF v2 channel provider docked in the Dynamics 365 agent workspace. No browser add-in, no CXone Agent desktop app to keep open.

Yes — NICE CXone is the current name for the platform formerly known as NICE inContact, so a NICE inContact Dynamics 365 integration and a NICE CXone Dynamics 365 integration are the same thing.

No. The CXone Dynamics 365 connector talks directly to your existing NICE CXone environment and your Dynamics 365 organisation — there is no additional telephony platform to license.

Contact and Account out of the box. Any entity with a phone field can be added: you nominate the entities and match fields per tenant and set the behaviour for a single match, several matches and no match.

Each CXone call gets its own CIF v2 session with its own state, so the record linked to the first call is not overwritten by the second. Browsing a multi-match list has no side effects until the agent confirms the record.

Yes. Routing stays in NICE CXone — the connector doesn't change your scripts, skills or queues. It reads the interaction CXone has already routed to the agent and writes the phonecall activity into Dynamics 365.

We register the channel provider, connect your CXone environment and Dynamics org, configure screen-pop and dispositions, and verify a live test call. Most tenants are live within days. See support & onboarding.

Yes. NICE publishes CXone Agent for Microsoft Dynamics on the Microsoft marketplace, covering embedded call handling, screen-pop, click-to-dial and interaction logging. For many teams that is the right choice, and we will say so.

Three specific reasons, and if none apply the first-party agent is simpler. You run Amazon Connect as well, or are migrating between platforms, and want one Dynamics panel across both. You need the integration layer itself hosted in a particular region. Or you need behaviour the first-party agent does not cover and want a connector you can have changed.

Yes, by design. Both are built on the same vendor-agnostic Channel Integration Framework layer, so screen-pop, the multi-match picker, the no-match path, session-per-call and wrap-up logging work the same way whichever contact-centre platform is underneath.