Cisco Unified CRM Connector for Microsoft® Dynamics CRM

Brief Overview

The Cisco ® Unified CRM Connector for Cisco Unified Contact Center Enterprise and Hosted and Cisco Unified Intelligent Contact Management provides contact centers with unified call flows, business processes, and desktops for both call handling and business-transaction navigation. With Cisco Unified CRM Connector, agents can place, receive, and transfer customer interactions with full, real-time access to customer data – saving money, increasing efficiency, growing revenue, improving monitoring, and facilitating enhanced customer service.

Product Overview

Modern call centers need unified call flows, business processes, and desktops for both call management and business-transaction navigation. Cisco Unified CRM Connector provides these capabilities in a ready-to-use solution with integrated support for Microsoft Dynamics CRM. Cisco Unified CRM Connector for Microsoft Dynamics CRM adds screen pop, click-to-dial, and automatic logging capabilities to contact centers that use Microsoft Dynamics CRM software – so agents can place, receive, and transfer customer calls with comprehensive, real-time access to Microsoft Dynamics CRM customer data.

Your business can save costs, improve efficiency, and enhance customer service by using Cisco Unified CRM Connector to integrate your Microsoft Dynamics CRM customer database applications with Cisco Unified Contact Center solutions.

Cisco Unified CRM Connector for Microsoft Dynamics CRM is the central server component that manages the real-time flow of interactions between the Microsoft Dynamics CRM desktop user interface and the contact center. Cisco Unified CRM Connector gives Microsoft Dynamics CRM clients access to enhanced contact center functions and allows contact centers to more efficiently manage all types of customer interactions and deliver exceptional levels of customer service.

How Cisco Unified CRM Connector for Microsoft Dynamics CRM Works

Through tight integration, Cisco contact centers can enable telephony (computer telephony integration [CTI]) functions in the Microsoft Dynamics CRM desktop, including phone controls, caller identification, and screen population. Agents can place, receive, and transfer customer interactions with full, real-time access to Microsoft Dynamics CRM customer data. The Cisco Unified CRM Connector for Microsoft Dynamics CRM features an open architecture that easily and transparently integrates through standard .NET services to deliver interactions to an enhanced desktop.

Read more about CRM Connector here.