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Microsoft Dynamics CRM Omnichannel Integration
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Integrates your Cisco contact center to Microsoft Dynamics CRM for telephony and agent state controls.

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.

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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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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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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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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Deployment Models

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