How Does Calling Work in Microsoft Dynamics 365?

Microsoft Dynamics 365 is a robust CRM platform used by businesses worldwide to manage sales, support, and customer relationships. While it’s excellent for tracking data and automating workflows, calling functionalities often feel like an afterthought, especially when it comes to usability, tracking, and integration. For modern teams that rely heavily on voice communication, this can be a challenge.

This is where tools like FreJun shine. By integrating with Dynamics 365, FreJun transforms how businesses handle outbound and inbound calls, turning manual dialing and disconnected records into seamless, trackable conversations. Let’s explore how calling works within Microsoft Dynamics 365 and why FreJun is the upgrade your team deserves.

Calling Capabilities in Microsoft Dynamics 365

Microsoft Dynamics 365 offers native communication features through its Sales and Customer Service modules, enabling users to initiate calls directly from the platform using softphone integrations or linked telephony tools. However, these built-in solutions often provide only basic call initiation or Teams calling, lacking advanced automation, call tracking, or analytics needed for sales or support teams operating at scale. Moreover, setting up these features can require technical configuration, including connecting Microsoft Teams Phone or integrating third-party PBX systems, adding layers of complexity that often necessitate IT involvement

1. Limitations of Native Calling in Dynamics 365

While Dynamics 365 includes a voice channel through its Omnichannel for Customer Service, offering agents the ability to make and receive PSTN calls with real-time AI-powered features such as live call transcription and sentiment analysis, these capabilities are primarily designed for customer service scenarios and may not fully meet the needs of sales or support teams requiring advanced automation and analytics.

2. How FreJun Enhances Calling in Dynamics 365

FreJun offers a seamless and intelligent VoIP integration for Microsoft Dynamics 365, transforming the calling experience with features designed to improve efficiency and productivity. Key enhancements include:

• Click-to-Call Functionality: Initiate calls directly from Dynamics 365 with a single click, streamlining the calling process.
• Automatic Call Logging: All incoming and outgoing calls are automatically logged under the contact’s activity, ensuring accurate record-keeping.
• Call Insights: Add information such as call reason and outcome to each call, providing valuable context for future interactions.
• Daily Call Analytics: Managers receive daily call reports and analytics, aiding in training and performance evaluation.

The integration process is straightforward, requiring no extensive technical setup. Once configured, users can make outbound calls directly from Dynamics 365 contact or lead pages, with FreJun handling call logging, transcription, outcome tagging, and post-call automation. 

3. Benefits of Using FreJun with Dynamics 365

By integrating FreJun with Microsoft Dynamics 365, businesses can overcome the limitations of native calling features, achieving a more efficient and effective communication workflow.

• Enhanced Productivity: With features like click-to-call and automated logging, teams can focus more on customer interactions and less on administrative tasks.
• Improved Compliance: Secure storage of call recordings and transcripts aids in meeting industry compliance standards.
• Advanced Insights: Detailed analytics on call performance help in optimizing team performance and improving conversions.
• Global Team Enablement: FreJun works across multiple countries and carriers, allowing remote or hybrid teams to operate seamlessly.

Pricing – Standard: Begins at $14.49 per user, per month

                Professional: Starts at $16.69 per user, per month

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Built-In Calling Options and Their Limitations

Microsoft Dynamics 365 provides basic calling capabilities by integrating with Microsoft Teams or third-party dialers. This setup is sufficient for occasional calls or internal communication. However, when it comes to customer-facing teams that rely on efficiency, tracking, and scale, several limitations become evident.

One major drawback is the lack of automatic call logging. Unless you create complex custom workflows, call outcomes won’t be captured within the CRM. This leads to manual entry, inconsistencies, and poor visibility into team activity. With FreJun’s automatic call logging, every call is logged and linked to the appropriate contact or deal, saving time and improving CRM hygiene. Call recording and transcription options are also very limited. This can be a challenge for sales or support teams who need to review past conversations. FreJun enhances this by offering secure call recordings and AI-powered transcriptions, directly embedded within Dynamics 365.

Another frustration is the constant context switching. Users often have to toggle between tabs or apps to initiate or manage calls, disrupting workflows. With click-to-call functionality, FreJun allows users to dial leads instantly from inside Dynamics 365, streamlining outreach and boosting productivity. The built-in system also offers little visibility into analytics. Managers lack real-time insights into call volumes, durations, or outcomes, which hinders coaching and optimization. FreJun’s dashboard solves this by delivering actionable metrics that help improve team performance. Finally, setting up native calling is often complex for hybrid or global teams. 

How FreJun Seamlessly Integrates with Microsoft Dynamics 365

FreJun significantly improves the calling experience within Microsoft Dynamics 365 by providing a seamless, plug-and-play integration. This easy setup allows your team to start making and managing calls without any complex technical steps or IT support.

The platform enables one-click calling directly from within the Dynamics 365 interface. This means users can initiate calls instantly from any contact or lead record without having to switch between different applications or browser tabs, streamlining workflows and saving valuable time.

All call details, including call duration, notes, and transcripts, are automatically logged into the appropriate CRM records. This automatic call logging reduces manual work, improves data accuracy, and keeps a comprehensive history of all customer interactions.

FreJun also offers call recording and AI-powered transcription services. These features allow teams to review conversations for quality assurance, compliance, and training purposes, enhancing overall communication effectiveness.

In addition, FreJun provides detailed analytics on call performance, helping managers monitor key metrics such as call volume, duration, and conversion rates. These insights enable data-driven decisions to improve team productivity and customer engagement.

Overall, FreJun reduces the time your team spends on administrative tasks, allowing them to focus more on building meaningful relationships with customers. It’s a smart, modern solution designed to align perfectly with how today’s teams work.

Benefits of Using FreJun for Calling in Microsoft Dynamics 365

FreJun enhances Microsoft Dynamics 365 by bringing seamless call integration, automated logging, and AI-powered summaries into the CRM workflow. It eliminates manual data entry, improves follow-up speed, and ensures every interaction is accurately recorded. With real-time analytics and secure call tracking, FreJun helps teams boost productivity and make smarter decisions.

• Seamless Workflow Integration: FreJun is fully embedded within Microsoft Dynamics 365, allowing your team to make and receive calls directly from the platform without switching to other applications. This eliminates distractions and streamlines daily workflows.
  
• Accurate and Automated Call Logging: Every call is automatically recorded with timestamps and detailed notes, reducing the need for manual data entry. This ensures your CRM remains up to date and improves data accuracy and consistency.
  
• Stronger Compliance and Security: All call recordings and transcripts are securely stored, helping your organization meet industry compliance requirements and maintain proper documentation for audits and quality control.
  
• Increased Team Productivity: With features like click-to-dial and pre-built calling workflows, your team can handle more calls per day. Automation of routine tasks reduces manual effort, allowing sales and support staff to focus more on customer interactions.
  
• Actionable Performance Insights: Managers gain access to detailed call metrics and analytics, enabling them to monitor team performance, identify trends, and optimize strategies to improve overall effectiveness and conversion rates.
  

Use Cases: Why Teams Prefer FreJun with Microsoft Dynamics 365

When teams rely on Microsoft Dynamics 365 for customer relationship management, integrating a powerful calling solution like FreJun can dramatically improve efficiency and results. FreJun addresses common communication challenges by streamlining call processes, providing real-time insights, and supporting diverse team needs. Below are some key use cases that highlight why teams across various functions prefer FreJun integrated with Dynamics 365.

1. Sales Acceleration

Sales representatives can quickly make calls directly from their pipeline view within Dynamics 365. This instant access to leads, combined with real-time insights into call engagement, enables reps to prioritize prospects effectively and close deals faster.

2. Customer Support Efficiency

Support teams benefit from having caller information automatically pulled from Dynamics 365 when answering incoming calls. This reduces customer wait times and shortens resolution cycles by providing agents with immediate context and history, improving the overall customer experience.

3. Managerial Oversight

Supervisors and managers gain comprehensive visibility into team activities through access to detailed call logs, recordings, and performance metrics. This data supports more effective coaching, accurate reporting, and informed decision-making to drive team success.

4. Global Team Enablement

FreJun supports teams operating across multiple countries and carriers, making it easier for remote or hybrid teams to communicate seamlessly. This global compatibility ensures consistent call quality and performance regardless of location, supporting collaboration across diverse work environments.

Key Takeaways

Microsoft Dynamics 365 provides a reliable and comprehensive CRM platform that supports various customer engagement activities. However, when it comes to calling functionalities, the native features often fall short, especially for teams handling high call volumes or complex workflows. Users frequently face challenges such as manual call logging, limited visibility into call performance, and the need to switch between multiple tools, which can reduce efficiency and hinder effective communication management.

FreJun bridges these gaps by offering a seamless integration with Dynamics 365 that enhances calling capabilities without requiring complicated setups. It automates call logging, provides detailed analytics, and consolidates calling tools within the CRM. This not only simplifies daily operations but also empowers teams to track and optimize every call, resulting in improved productivity and stronger customer relationships, especially when managing international calling in Microsoft Dynamics 365.

Final Thoughts

Microsoft Dynamics 365 is a powerful and comprehensive CRM platform that supports a wide range of business functions. However, its built-in calling features can be limiting, especially for teams that rely heavily on phone communication to drive sales, provide customer support, or manage operations. Inefficient calling workflows and a lack of advanced call management tools can impact productivity and customer satisfaction.

FreJun significantly enhances Dynamics 365 by introducing advanced calling capabilities that simplify and streamline communication processes. Features like automatic call logging, AI-powered transcription, call recordings, and in-depth analytics help your team save time, maintain accurate records, and gain valuable insights into call performance. This guide to outbound calling from Microsoft Dynamics 365 outlines how integration with FreJun takes your CRM’s communication workflows to the next level.

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Further Readings: How to Make Outbound Calls from Microsoft Dynamics 365 in India Using FreJun

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