Microsoft Integrations

Microsoft® Lync® Server 2010
Integrating Microsoft Lync 2010 with the Customer Interaction Center™ (CIC) software extends the reach of both solutions in the contact center and enterprise-wide. To provide superior customer care, agents and knowledge workers connect via a common user directory and choice of collaboration channels — they unify to become the right resource with the right answer at the right time, transparently, seamlessly, instantly.

IM, video, and desktop collaboration between contact center agents and knowledge experts throughout the enterprise

• Agents using CIC’s Interaction Client® desktop interface easily communicate with knowledge experts to increase first call resolution and improve the customer experience
• With the single streamlined Interaction Client interface and automated pop of the Lync desktop client interface, agents improve service performance intuitively, and dramatically

Synchronized presence across both platforms

• Changes in user presence on either platform are replicated to the other, giving users only one place to update
• Across the organization, users have real-time visibility of all other users, helping to eliminate blind transfers and minimize hold times

Common shared user directory

• Along with real-time visibility, a single directory for CIC and Microsoft Lync users provides broader access to contact center agents
• To speed collaboration, a separate embedded Lync contacts list in CIC’s Interaction Client interface provides quick access to frequent contacts
• Users access multiple collaboration channels with a single click: IM, video, voice call, email, fax, and desktop sharing

Microsoft Dynamics® CRM
Give Microsoft Dynamics CRM users complete voice capability in the Dynamics CRM environment with the Interaction Client call control toolbar and CIC’s standard phone functions for Pickup, Disconnect, Hold, Transfer, Record and more.

Screen-popped Dynamics CRM records as calls come in
To put incoming callers in “full view” each time a call is routed, Dynamics CRM users also get real-time customer information screen-popped to their desktop in a Dynamics CRM account record.

Voice response applications out of the box
With CIC’s out-of-the-box IVR applications for self-service automation, callers can easily access information stored in Dynamics CRM and have it play back over the phone using text-to-speech. Interactive Intelligence’s client connector for Dynamics CRM supports touch-tone access to Accounts, Orders, Contacts, and Cases. IVR menus and caller prompts supported for Dynamics CRM are easily built using CIC’s inherent auto attendant application.

Microsoft Dynamics® GP
Use the Dynamics GP connector from Interactive Intelligence with CIC to match an incoming caller to their account and automatically screen pop a Dynamics GP form to the CIC user. In conjunction with Dynamics GP transactions, users can leverage CIC's on-demand recording to capture important conversations.

Next Steps

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Microsoft Integrations

Microsoft® Lync™ 2010
Give Lync 2010 users a single interface from which to call other users and originate conference calls between any Lync 2010 User Interface, Interaction Client, or external party. Users additionally have the ability to transfer, record and create conference calls on-demand.

Presence anyone? Synchronized status settings and a common company directory in the Interaction Client let users locate co-workers instantly. Shared users can even leverage an integrated Lync 2010 Contacts list in the Interaction Client to initiate chats and launch Lync 2010 instant messages and video calls. 

Microsoft Dynamics® GP
Quickly match incoming callers to their account and automatically screen pop a Dynamics GP form to end users.

For call control, users can establish auto attendant call rule actions to affect an incoming call and present options such as pick up the call or send it to voice mail. Users can even record calls on-demand when needed right from the desktop. Learn More.

Microsoft Dynamics® CRM
Dynamics CRM users get complete voice capability from within their CRM application.

A pre integrated Client call control toolbar provides access to all the standard phone functions a user needs. (Pickup, Disconnect, Hold, Transfer, and more)

Plus customer account info can be screen-popped each time a call comes in to provide users with real-time information about the caller.

Additionally, out-of-the-box IVR applications for automated self service, allow caller to access information stored in Dynamics CRM and have it play back(text-to-speech) over the phone, with no expensive computer telephony integration (CTI) necessary.  Learn More.