Microsoft Dynamics CRM Omnichannel Integration

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Voice bridge that connects Cisco Unified Contact Center Enterprise (UCCE) or Cisco Unified Contact Center Express (UCCX) with Microsoft Dynamics CRM for CTI call controls and transfer of data.

Information captured on the IVR (Cisco IP-IVR or CVP) is transferred to the CTI connector and passed to the customer profile in Microsoft Dynamics CRM. Supported Versions for Unified Service Desk: Dynamics 365 (online/on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016.

We provide three different connectors:

  • * Web connector - the CTI/ agent state control toolbar is embedded inside Microsoft Dynamics CRM in a browser
  • * USD Connector - using the desktop-installed Microsoft Unified Service Desk
  • * Screen-Pop Connector, where the CTI/ agent control runs in separate pieces of SW than MSCRM

All three allow a contact center agent to handle all interactions including non-voice media such as web-chat, tasks, email, social media, and SMS in the agent-side software of your choice.

Web based CTI Connector

A web-based Computer Telephony Integration solution that embeds a CTI Toolbar inside Microsoft Dynamics CRM and eliminates the need for a desktop installation. The embedded CTI toolbar allows the contact center agents to manage call controls and agent state controls from within the Microsoft Dynamics web interface.
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Use Web-based CTI Connector

  • If you want to avoid the burden of USD client installation on every user’s PC
  • If you do not want your agents to switch between applications and use CRM browser tab for all CRM operations and embedded CTI operations
  • If you want to improve the agent Average Handle Time (AHT)
  • If you want to decrease the average time spent on wrap-up or after call (After Call Work)
  • If you want to increase the possibilities of First Call Resolution (FCR) and hence more satisfied customers
  • If you have multiple accounts/profiles associated with one phone number and you want your agents to choose between them.
  • If you want agents to have a delightful user experience having contact center integrated inside CRM browser tab, requiring no switching between apps
  • If you need to have the phone call activity created automatically

Microsoft Unified Service Desk CTI Connector

Embedded CTI Connector that runs inside Microsoft Unified Service Desk (USD) and enables agent/call controls within Unified Service Desk allowing agent to use the same CRM agent interface for all call handling and transfer.
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Use Unified Service Desk Connector

  • If you have or planned to have Unified Service Desk running along with your Microsoft CRM on-premise or in the cloud
  • If you want to go with Microsoft's Recommended approach of CTI implementation instead of non-recommended approaches
  • If you do not want your agents to switch between applications and use Unified Service Desk for all CRM operations and embedded CTI operations
  • If you want to improve the agent Average Handle Time (AHT)
  • If you want to decrease the average time spent on wrap-up or after call (After Call Work)
  • If you want to increase the possibilities of First Call Resolution (FCR) and hence more satisfied customers
  • If you have multiple accounts/profiles associated with one phone number and you want your agents to choose between them.
  • If you want agents to have a delightful user experience having contact center integrated inside Unified Service Desk requiring no switching between apps
  • If you need to have the phone call activity created automatically

Screenpop Connector

A browser-based Computer Telephony Integration solution with Cisco Finesse that opens Microsoft CRM caller account information in a browser tab. The agent continues to use Cisco Finesse Agent Desktop for call handling but switches to CRM browser tab to view/update account information or call activity.
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Use Microsoft CRM Screenpop

  • If you want the agent to use Finesse Agent Desktop for some additional gadgets contained in Finesse
  • For a quick and cheaper integration
  • As a backup of Unified Service Desk connector, if agent can’t use Unified Service Desk for any reasons

Drawbacks

  • Not a recommended approach by Microsoft
  • Multiple user profiles against the same phone number are not supported
  • Agents have to continuously switch between the tabs for call center operations and CRM information/operations, which results in an increased Average Handle Time (AHT)
  • Agents have to provide CRM credentials for the first screen-pop. Credentials are only remembered as long as the browser session is active
  • Phone call activity needs to be created manually

Customer Chat and Bots

If the customer is identifiable, generate a customer profile popup in Microsoft Dynamics for customer chats coming from multiple channels such as your website, Facebook, Skype or SMS.
Decide whether you want to have full media blending, and whether an agent should be able to handle multiple chats at the same time.
Integrate with a Bot to automate certain portions of the chat.
Add video to chat sessions.

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Media blending / Universal Queue Integration

Use your callcenter to route any type of media or customer request. This can be calls, chats, email, SMS, shop visits, Socialmedia Posts. In CCE, we're using the UQ API, for CCX we built our own CCX Mediarouting engine.

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Outbound Automation

Leverage on our Campaign Manager to create and manage Cisco Outbound Campaigns, pause/resume a campaign, upload a list of contacts for dialing from within Dynamics CRM. Campaign call results are pushed back to Dynamics CRM to be attached with Customer Profile as an outbound phone call activity.
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Inbound and Outbound Voice Interactions

Login to Contact center and handle inbound and outbound voice calls, automatic identification and screen-pop of customer profile, automatically log activities, transfer context with calls, and open trouble tickets/customer cases from within the Dynamics CRM interface.

Use either Microsoft Unified Service Desk or Dynamics CRM as a unified agent desktop.

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Deployment Models

Perpetual / One time Licence

We do provide perpetual licencing as well. For details please contact us here.

Monthly


Features

Web Client

Caller Record Screen-pop

Unified Agent Desktop

Multiple Records Match

Interaction Activities stored in CRM

Multimedia Channels

Store Call Recording Link in CRM

Cisco Campaigns from CRM

Microsoft Chat-Bot Integration


Web Connector

$15

per month

USD Connector

$15

per month

Screen-pop

$6

per month