Telephone Integration for Microsoft Dynamics CRM

Application Description

TelephoneIntegration connects phone systems with Microsoft Dynamics CRM using TAPI, OCS, Skype, Lync.

Available for: MS Dynamics CRM 2011 On-Premise/Hosted (IFD)/Online

Functionalities:

- User Interface
The user interface, a pop-up window called "balloon", contains all client-side functionalities and details about the call (e.g. duration, etc.) and the caller (e.g. name, etc.). The context-menu provides CRM-functionalities (e.g. open regarding CRM-records, create new entity- or activity-records, ...).

- Integrated Search
It is possible to search for CRM records. Outgoing calls can be started straight away without the need to explicitly open CRM.

- Microsoft Lync Chat Integration
This functionality connects the Microsoft Lync Chat with Microsoft Dynamics CRM. The specific TI Lync Chat window displays current conversations and details about the chat-partners retrieved from CRM. Within the window, users can open the partners' CRM records, create a new contact, etc., store conversations within CRM (via chat- / letter-activities), etc.

- History
A detailed overview of previous calls, the possibility to analyse calling durations and a quick start of call-backs is provided. Additionally, contacts, phone call activities, etc. can be created.

- Predictive Dialer
This functionality provides the possibility to automatically or manually dial the numbers of CRM-records (accounts, etc.) attached to marketing lists of call-campaign-activities. The lists can be distributed to various users for simultaneous processing. During post-processing, calls can be marked as successful/failed or rescheduled. After post-processing, pre-processing for the next call starts. The Predictive Dialer-header added to the CRM call-window includes details about the contacted record and the processed list.