Yes, the intelli-CTi™ for Microsoft Dynamics 365/CRM solution can be customized to suit your integration requirements.
The integration is based upon an open customizable framework hosting a collection of components that make up the solution. Source code for these components is provided and Microsoft .Net development skills (C#) are required to customize them.
This may be achieved with services from QWARE, your Microsoft CRM business partner, or your own in-house CRM development team(s).
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