QGate's intelli-CTi for Unified Service Desk (USD) integrates your Dynamics 365 CRM solution, telephone systems and the Unified Service Desk. Enabling you to optimize your investments in your existing infrastructure, providing a seamless telephony integration for Dynamics 365 and the Unified Service Desk delivered in a cost effective and user friendly manner.

Unified Service Desk (USD) provides a configuration-based framework for quickly building agent applications for call centers. You can aggregate customer information from different areas in Microsoft Dynamics 365 / Dynamics CRM into a single desktop and get a 360 degree view of customer interactions.

intelli-CTI for USD is a fully integrated solution for call agent activities, providing a native user experience with the intelli-CTi call management controls embedded in the USD Control bar.

intelli-CTi for Microsoft Unified Service Desk enhances profitability through increased productivity, reduced call handling time and customer satisfaction.

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Increase your user efficiency:

Are you still manually dialing telephone numbers, looking up Contacts and capturing telephone call information by hand?

intelli-CTi for Unified Service Desk (USD) is a telephony integration solution that instantly improves the effectiveness of your customer interaction and the productivity of your USD users. intelli-CTi enables dialing Contacts directly from within the application with a single click and automatically identifies incoming calls showing contact information before you even answer the telephone, and enables an agent to identify a caller, pick up, disconnect, place calls on hold and dial out without having to leave their USD environment.

Our demo will enable you to see how this easily integrates and provides insight to your users.

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intelli-CTi for Unified Service Desk provides insight about your caller or call within the users' USD desktop, allowing users to fully interact with their business applications whilst maintaining complete control of the telephone call. Providing the following benefits and more:

I would recommend QGate and intelli-CTi to anyone looking for an easy, flexible CTi solution that can work with telephone systems you already have in place. The addition of this new hosted control into USD (and The USD Accelerator) helps us create highly capable agent desktops very rapidly.

Neil Parkhurst
Microsoft MVP
NP Dynamics Limited


Wide Range of Telephone Systems Supported

  • Over 60 telephone systems supported
  • Supports standard telephony interfaces (TAPI, TSAPI, CSTA, MiTAI, OAI)
  • Telephone Compatibility list provides full information

Flexible Implementation

  • Simple integration and configuration process
  • Supports large scale implementations across multiple sites (Telephone system independent)
  • Fully integrated into the Unified Service Desk environment and controls
  • Compatible with the USD Accelerator from NP Dynamics Ltd
  • Seamless integration into Microsoft Dynamics 365
  • Supports Citrix/Terminal Server

Increased Business/User Productivity

  • Incoming caller recognition (screen-pop) displaying information from CRM system
  • Sophisticated search capabilities for matching contacts
  • Call control and a unique in-call note capture capability
  • Outbound dialing support
  • Multiple telephone call support
  • Logging of call history in Microsoft Dynamics 365
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