Watch an agent work a busy queue and count the windows. The contact center desktop in one. Dynamics 365 CRM in another. A notes field, a search bar, a second monitor, and a few seconds lost every time the call and the customer record don't line up.
Those seconds turn into longer handle times, lost context, and notes typed from memory after the call ends. Your agents already live in Dynamics 365 CRM. Their contact center should live there too.
One screen, not two
E2dx puts your contact center inside Dynamics 365 CRM. Voice and digital conversations run in a panel built specifically for Dynamics, so agents handle the contact and the customer record in the same place.
Screen pops on the right record, including on transfers, with automatic association to the right Dynamics entities, even newly created ones.
CRM navigation tracking, so agents can pin a record and come back to it after handling another contact.
Automatic timeline logging. Every voice, chat, email, SMS, and work item interaction is logged to the Dynamics timeline, with transcripts and a recording link.
Click to call straight from the record.
Contact center AI, inside the record
E2dx brings contact center AI into the same screen:
AutoSummary captures and summarizes each interaction and saves it to the Dynamics record without overwriting the agent's disposition notes. You control where it goes and whether it's editable.
Real-time interaction guidance coaches agents during live conversations.
Live transcription and call sentiment show agents what’s being said and how the customer feels, as it happens.
Noise suppression and AI copilot assistance round out the agent experience.
The result: less after-call typing, more consistent records, and agents who focus on the customer instead of the keyboard. Supervisors get something too: a Dynamics timeline that tells the full story of every customer, written the same way every time, instead of whatever an agent had time to type between calls. That makes outcomes measurable, not just handle time. And when a question comes up about when and how a customer was contacted under the TCPA or state calling rules, the record of those interactions is already in Dynamics 365 CRM.
Digital, without all-or-nothing
E2dx supports modern digital channels, including WhatsApp and custom "bring your own" channels, alongside the chat, email, and SMS your team already uses. Add channels when you're ready instead of switching everything at once.
Built to work with the rest of your stack
E2dx works with Velocity for outbound campaigns and with C3 Payment for secure, PCI DSS Level 1 payments by card or ACH. Agents can send a pay link from the same panel and never see or hear a card number. Co-browsing is available too.
Already on e2 Agent?
You don't have to change anything. e2 Agent customers can stay right where they are. If you want the capabilities above, E2dx is built on the same Dynamics foundation your agents already know, and it's where our new releases are landing. We'll walk through the differences with you, no pressure.
See it in your Dynamics 365 CRM
The best way to judge an agent desktop is to watch an agent use it. Book a 20-minute E2dx walkthrough, and we'll show you your contact center inside Dynamics 365 CRM, built around the scenarios your agents handle every day.
See your contact center inside Dynamics 365 CRM
A 20-minute walkthrough of E2dx built around how your agents work today: screen pops, timeline logging, AutoSummary, and digital channels, all inside Dynamics 365 CRM.
Learn more at https://www.customerdynamics.com/e2dx or call 801-428-1200.
