Service Type:Hosting Service
Business Need:Customer Service, CRM
Works With:Microsoft Dynamics CRM 2013, Microsoft Lync Server 2013, Microsoft Solutions for Hosted Messaging and Collaboration
Industry Focus:General - Applicable to All
Comping presents a business solution that automates customer care processes and opportunity management. The service covers incoming and outgoing calls in contact center that does not require a separate phone infrastructure such as telephone switchboards or PBX infrastructure networks; Internet access is a single requirement. Along with affordable price and rapid deployment, the solution also enables the agents, operators or sales staff to use the system independently of their location, including work from home or even from a distant island or top of the mountain if necessary.
Solution is based on Microsoft Dynamics CRM 2011 and Microsoft Lync Server 2010/2013. Microsoft Dynamics CRM 2011 is a Customer Relationship Management solution that contains sales, marketing and service module. By integrating Dynamics CRM 2011 and Lync server, that represents communication and collaboration system, unique contact center functionality was obtained.
Lync server and Microsoft Dynamics CRM integration enables easy and rapid processing of user requests. Recognition of incoming calls and callers accelerate agents’ work in customer service. “Click to dial” functionality for outgoing calls enables users to work in only one application. Based on this integration and incoming/outgoing calls automation, all phone calls are saved into CRM, which enables easy and detailed reporting from CRM system.
Incoming Calls Outgoing Calls
Automatic callers’ phone number recognition
Automatic display of caller information
Constant access to CRM database
Possibility of recording reasons for calling and turning calls to cases (2nd level support)
Automatic Call Distribution - automatic call distribution based on defined algorithms (longest idle, round-robin, parallel);
Interactive Voice Response - call forwarding to responsible groups according to client preferences
Call Back - autodial of missed calls
Tracking of calls on hold "Click to dial" functionality
Preparing campaigns and customer segmentation in CRM system
Autodialing clients according to a particular campaign
Preparation of dialogues for contact center agents
ContactInCloud Control Panel is additional user interface which enables supervision of the contact centre. The control panel provides insight into the current state of all the agents, campaigns and calls and offers the ability to update the settings and conditions of incoming and outgoing calls.
Comping ContactInCloud has not been reviewed by any customers.
The views and opinions submitted and expressed here are not those of Microsoft.