Contact Center

 

Microsoft has enabled its flagship collaboration applications Dynamics CRM and SharePoint with added contact and call center functionality.  Now a small business can extend its marketing and sales reach with the ability to more directly communicate with customers and have all these interactions integrated with your critical business applications.
 
Some of the key features and value of these contact center sytems are:

1.   Native integration with Dynamics CRM and SharePoint
 
2.   Allow your call center agents to work in Microsoft Office,

      Outlook, Calender and Email.  Familiar tools to keep  

      agents highly productive.
 
3.   Supports local onsite agents or remote (home based)

      agent models
 
4.   Some of the most sophisticated Call Center functionality

      available i.e.
      
      a.  Interactive Voice Recognition (IVR)
 
      b.  Automated Call Distribution (ACD)
 
      c.  Remote call monitoring / recording
 
      d.  Manager Agent - Q&A
 
      e.  Email, Chat, Social Networking
 
5. Supports Unified Communications Platform