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Microsoft Integrations

Improve the customer and user experience.

By combining the Customer Interaction Center with Microsoft solutions at the point of biggest impact – the user’s desktop – you can create an improved experience for both customers and employees.

Microsoft® Lync® Server 2010

Integrating Microsoft Lync 2010 with CIC software extends the reach of both solutions in the contact center and the enterprise. Agents and knowledge unify to become the right resource with the right answer at the right time, transparently, seamlessly, instantly.

  • Improves the customer experience
  • Decreases talk time
  • Increases First Call Resolution (FCR) rates
  • Eliminates transfer errors
  • Increases collaboration
  • Extends the contact center into the rest of the enterprise

Microsoft Dynamics® CRM

For Sales or Customer Service, the MS Dynamics CRM provides a single desktop environment that eliminates application juggling. Users get access to the data they need, when they need it.

  • Decreases handle times
  • Improves performance
  • Decreases talk time
  • Increases First Call Resolution (FCR) rates

Microsoft Dynamics® GP

Use the Dynamics GP connector to match an incoming caller to their account and automatically screen pop a Dynamics GP form. Increases transactional accuracy

  • Improves the customer experience
  • Decreases caller frustration

Microsoft® Lync® Server 2010

  • Single, streamlined interface with access to IM and video for contact center agents
  • Synchronized presence between platforms
  • Single comprehensive directory for Customer Interaction Center™ (CIC) and Lync users
  • Direct SIP integration for click-to-call from CIC to Lync users

Microsoft Dynamics® CRM

  • Access to CIC’s call control toolbar for standard phone functions
  • Ability to screen-pop any Dynamics CRM record
  • Access to Dynamics CRM data for painless IVR and self-service applications through Interaction Attendant®

Microsoft Dynamics® GP

  • Pop Dynamics GP records based on caller ID
  • Direct dial from within GP
  • Works in tandem with CIC's on-demand recording to capture important conversations