Cisco Cisco Unified CallConnector for Microsoft Dynamics CRM Datenbogen
Data Sheet
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Cisco Unified CallConnector for Microsoft Dynamics CRM
Cisco
®
Unified Communications is a complete IP communications system of voice, video, data,
and mobility products and applications. It brings together all your voice and data communication
onto a single network, to help you serve customers better, be more productive, and keep costs
under control. Cisco Unified Communications brings people together by enabling a new way of
communicating – where your business moves with you, network security is solid, and information
is always available... whenever and wherever it is needed. Cisco Unified Communications is part
of an integrated solution that includes network infrastructure, security, mobility, and network
management products. Lifecycle services, flexible deployment and outsourced management
options, end-user and partner financing packages, and third-party communications applications
complete the solution.
Cisco Unified CallConnector for Microsoft Dynamics CRM™ (customer relationship management)
lets you deliver customer information to the computer screen of any customer-facing employee –
the instant the customer calls. This free middleware application is part of the Cisco Unified
Communications family. It integrates Cisco Unified Communications Manager Express (formerly
known as Cisco Unified CallManager Express), Cisco Unified Communications Manager (formerly
known as Cisco Unified CallManager), and Cisco Unified Contact Center Express with Microsoft
Dynamics CRM 4.0. It empowers your employees with a complete view of customers, so they can
deliver more informed, responsive service.
Cisco Unified CallConnector for Microsoft Dynamics CRM O ver vie w
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Quick and easy integration with Microsoft Dynamics CRM 4.0.
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Customer contact information displayed in Extensible Markup Language (XML) for any
capable Cisco Unified IP Phones within the network – The XML lookup service allows
lookup of any Microsoft Dynamics CRM contact to view account information with the option
to dial the contact. Every customer-facing employee, including non-contact center
employees such as those in accounting or shipping, can view the latest customer
information to better answer customer inquiries and increase customer satisfaction.
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Productivity enhancement features for employees, such as screen pops, click-to-dial, and
call tracking – The call information collected by Cisco Unified CallConnector for Microsoft
Dynamics CRM allows companies to make better business decisions based on actual call
metrics pertaining to employees and customers.
Figure 1 shows the user interface for Cisco Unified CallConnector for Microsoft Dynamics CRM.
Figure 1. Cisco Unified CallConnector for Microsoft Dynamics CRM User Interface