Contact Center Solution

For many organizations, most of their CRM activities happen on the phone, including both outbound and inbound calls. Customer Dynamics offers a Call Center solution that brings an Enterprise level Call Center system together with Microsoft DynamicsTM CRM at an affordable price.

This solution allows call center agents to work more efficiently, while maintaining data integrity. Whether you are looking to transact and manage telemarketing activities, customer service inquiries, automate call routing, integrate telephony solutions or add interactive call response capabilities, the inContact® for Microsoft Dynamics CRM solution can add sophistication to your call center.

Capabilities include:

• Single Sign-on

  - Users will benefit from an integrated authentication capability, allowing them to log-in to both systems in a single sign-in step.

• Intelligent call routing

  - Inbound calls can be routed to the appropriate queue or agent, based on Microsoft CRM settings, such as Account Category. This will improve customer satisfaction & employee efficiency by reducing customer hold times, number of transfers and the total time spent on each call. 

• Microsoft Dynamics CRM screen pop-ups

  - Agents are delivered a complete view of customer history, accounting information, or any other CRM-related information based on their level of security access. Your agents will be more efficient and deliver a higher level of customer service. 

• Click-to-Call

  - Microsoft Dynamics CRM users can easily initiate (dial) outbound calls by clicking on a phone number within a Microsoft Dynamics CRM contact record. 

• Call Tracking

  - Agents can seamlessly save and track their call records within Microsoft Dynamics CRM, allowing all data captured (by the system and the user), to be tracked and accessed centrally within the Microsoft Dynamics CRM application. 

• Call Reporting

  - Microsoft Dynamics CRM users can produce comprehensive call reports that combine all call transactions, including reports by Account, Contact, and Agent (User).

For More information, download our inContact brochure