By connecting directly with Microsoft Dynamics, agents are armed with a 360 degree view of the customer – linking call and caller data. Armed with this information, agents can personalize their interaction with the customer, respond more precisely to customer inquiries and can resolve customer issues on a single call. With responsive and knowledgeable service representatives, your organization will stand out from the crowd and build long-lasting relationships with customers.
Microsoft Dynamics CRM gives you the tools and information to attract prospects, grow sales and deliver personalized service. Now you can integrate your Microsoft CRM with VCC to drive even more value out of your investment.
FOLLOWING ARE THE FUNCTIONALITIES OFFERED BY OUR CTI:
Using the Calling Line ID (CLI) or Customer Number associated with an incoming call to pop a MS CRM record complete with the customer’s details directly from your MS CRM database. The Screenpop can also be triggered based on email id of an incoming mail
SOFT PHONE INTERFACE
When the CRM Connector is running, it enables a soft phone interface within the MS CRM browser window that allows the user to interact with the telephone system. This allows answering of inbound calls, making outbound calls and telephony functionality from within the browser window such as the ability to answer, drop, hold and transfer calls.
A single click launches an outbound call, reducing time and errors by calling customers directly from the Microsoft CRM contact.
COORDINATED CALL AND DATA TRANSFER
Transfer the call and the call data, including notes attached to the call record, to the receiving agent, enabling seamless support by more than one agent during a single interaction.
AUTOMATIC TAGGING OF COMMUNICATIONS
Call details such number, agent time of the call, interaction type can be automatically tagged for every call and update the CRM.