Channel Integration Framework

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review Summary of what’s new. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy). For detailed information about our products, visit the Customer Engagement documentation.

The Dynamics 365 Channel Integration Framework enables building immersive communication experiences with third-party channel providers.

These are the benefits of this framework:

  • Bring your own channel providers into Dynamics 365. The framework allows you to embed communication widgets in the Unified Interface apps, which can communicate with Dynamics 365 using a standard API set. The framework is inherently channel-agnostic, and can be used to integrate communication widgets catering to one or many of the different channels—for example, voice, chat, and email.
  • Minimize total cost of ownership with cloud-based solutions. It is a platform-independent, browser-independent, and zero footprint (no adaptors need to be deployed on agent desktops) framework for integrating communication widgets. Dynamics 365 will provide a plug and play configuration mechanism for communication widgets based on the framework, making it easy to deploy, manage, and upgrade.
  • Customize for your business workflows. With this framework, many key communication scenarios, such as search and screen pop based on incoming communication parameters (such as phone number) and click to dial, can be automated. It also provides ways to perform CRM operations like creating a new record or updating an existing record from the communication widget.