eGain for Microsoft Dynamics CRM

What is it?

This connector adds award-winning digital customer engagement and AI knowledge capabilities to Microsoft Dynamics 365™ CRM.


  • Contact center agents are able to quickly resolve a broad range of customer queries using eGain’s AI Knowledge by clicking the Solve Button™ from within the Microsoft Unified Service Desktop™ in Microsoft Dynamics 365 CRM. Knowledge article used for resolution is associated with the case record in Microsoft Dynamics
  • The same knowledge guidance, powered by AI, ML, and personalized content can be deployed for both agents and customer self-service
  • Digital interactions with eGain can be recorded back into the conversational history, stored in Microsoft Dynamics CRM for a 360-degree customer view


  • Up to 37% improvement in FCR
  • Up to 30-point improvement in NPS
  • Up to 50% reduction in agent training time

How it works


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