Friday, May 14, 2010

Microsoft launches the Customer Care Accelerator for Dynamics CRM 4.0

The Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying it in a single user interface. The core Customer Care business scenarios highlighted by this accelerator include the following:
Integrated desktop: Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
Eliminating Duplicate Data Entry: Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps to reduce human error and ensures a consistent customer service experience.
Computer Telephony Integration (CTI): (This is the feature I am most interested in) Organizations are provided with a consistent framework to connect CTI systems with key line of business applications. CCA provides out of the box CTI integration with the major soft and hard phone providers – many of which already have their native integration offerings to Microsoft Dynamics CRM. Also includes is integration to Bing Maps and the Office Communications server so agents can leverage an Expert on Call by opening a chat window and bring in the contextual information from the customer session into the assisted chat. The Dynamics CRM customer care accelerator also provides session management where an agent can 'park' a customer session and then come back to it.
Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks. It Provide visibility into agent activities using out of the box and custom reports. you can download a copy to evaluate and play with it from here.

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