The Challenge

Built directly with Microsoft’s side, as part of my role at Maaz Technologies.

SmartConnect’s client relied on a legacy Computer Telephony Integration (CTI) setup that made it difficult for agents to see caller context, route calls intelligently, and act on customer data in real time. Call handling was slow, agents lacked visibility into customer history, and the disconnect between the phone system and CRM data created friction on every interaction.

I was brought onto this project as part of my role at Maaz Technologies, working directly with Microsoft’s side to design and build a modern AI-powered CTI solution centered on Amazon Connect and Microsoft Dynamics 365.

The Solution

I designed and built AWS SmartConnect, an AI-enhanced CTI integration connecting Amazon Connect to Microsoft Dynamics 365. The solution gives agents a unified screen-pop with full customer context the moment a call connects, intelligent routing based on customer data, and real-time access to case history — eliminating the manual lookups that slowed every call before.

  • Real-time screen-pop of customer records in Dynamics 365 on inbound calls
  • Intelligent call routing informed by CRM data
  • Unified agent workspace connecting telephony and case management
  • Reduced average handling time through instant context access

AWS SmartConnect CTI call panel with Dynamics 365 screen-pop

The Outcome

Agents gained immediate visibility into customer context on every call, cutting down look-up time and reducing average handling time. The integration removed the disconnect between telephony and CRM systems, giving the client a foundation for more consistent, informed customer interactions.

Timeline: October 2022 – December 2022