Integration to Microsoft Dynamics® CRM and GP
Pre-integrate Interactive Intelligence’s Interaction Client call control toolbar to the Dynamics CRM application and give users total voice control—along with a screen-popped CRM form containing a customer’s account information each time a call comes in.
Because the Interactive Intelligence solution effectively offloads call activity via its integrated IVR functionality, the Client Connector for Dynamics CRM supports several practical voice response applications for touch-tone access to Accounts, Orders, Contacts, and Cases. By doing so, your enterprise can offer automated self service options that extend business hours and heighten customer satisfaction. You also avoid expensive computer telephony integration (CTI) projects, since IVR applications and caller prompts supported with Dynamics CRM are built using Interactive Intelligence’s built-in Interaction Attendant® application.
Financial transactions, order entry, fulfillment and collections are crucial to any business—and usually take place in conjunction with a customer’s phone call. Use the Dynamics GP connector with the Interactive Intelligence Customer Interaction Center® (CIC) to match an incoming caller to their account and automatically screen pop a GP form to the Interactive Intelligence user. Also leverage CIC's on-demand recording to capture important conversations, and set auto attendant-based call rule actions for toast in the GP interface that indicates an incoming call and offers options to pickup the call or send it to voicemail.
This .NET version runs inside Microsoft Outlook® and allows users to optimize Interactive Intelligence’s IP PBX call control, presence, and other features alongside Outlook’s e-mail and Contacts — without ever leaving the Outlook client. Also consider this Client Edition’s contact and journal screen pops, and information workers efficiently control their contacts info, e-mail, phone calls and availability in one interface that increases productivity dramatically.
System administrators can use Interaction Attendant to create and configure Interactive Intelligence system’s integrated IVR applications as well as pre-integrated screen pops for Microsoft Dynamics CRM and GP applications. Key benefits include:
- The Interaction Attendant interface is designed with novice users in mind, offering a familiar, intuitive tree display to show the relationships among Interactive Intelligence Servers, profiles, schedules, and menus, such as those for IVR.
- Create Interactive Intelligence’s IVR applications along with pre-integrated screen pop applications using Interaction Attendant’s robust feature set and single interface environment.
- Flexibility: Schedule Interaction Attendant profiles to activate automatically.
Use Interaction Attendant to configure simple database operations that support the IVR functionality in Interactive Intelligence, and to deploy associated IVR applications such as Account Status, Product Order Verification, Help Desk Trouble Ticket Status and others. Interaction Attendant also offers the following database operations to simplify IVR application administration:
- Database Query – Query a single column in a database table. For instance, look up the status field of a help desk ticket.
- Database Record Selection – Select the record containing the results of a query.
- Database Results Processing – Speak back the result as a dollar figure, numeric figure, etc.
- Database Insert – Insert information into a database field for a specific record.
- Database Delete – Delete a record in a database
Nodes in Interaction Attendant allow your enterprise to connect Microsoft’s Dynamics CRM and GP applications to the Interactive Intelligence system to offer callers information about cases and their accounts.
Interaction Conference is an easy-to-use online meeting solution that brings people together wherever they are. Simply dial in to the Interaction Conference system using a telephone and Web browser connection, and virtual e-Meetings become a fully interactive forum for employees as well as customers and suppliers.