The offering entered preview earlier this year and was adopted by AMC Technology to consolidate communications channels for its Davinci app. InGenius Software Inc. followed suit and launched a computer telephony integration in December, integrating its InGenius Connector Enterprise offering with D365 for Customer Engagement.
In the announcement, the authors emphasized the agnostic theme of "bring your own channel providers," and indicated that the framework allows bidirectional flow of events and actions between D365 and the customer's provider. Organizations can tie in line of business workflows and control the user experience.
Channel Integration Framework is part of an effort by Microsoft to help customer service organizations boost customer satisfaction, bridging gaps so that developers don't need to rely on unsupported customizations to integrate their channel widgets with D365. According to Microsoft, the new framework lowers total cost of ownership because it is platform independent and doesn't require an adaptor, and may result in faster go-lives with standard APIs and availability through AppSource.
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