CRM Integrates with OCS
Hi Techies,
Since CRM 3.0, I have engaged in designing over 5 Call center solutions based on Microsoft Dynamics CRM. In all those, popular voice brands such as Avaya and CISCO dominated the communications platform, integrating with Microsoft CRM to record customer interactions and to display customer information to the call center agent.
On the other hand I also have been a user of Office Communicator, to make calls, receive calls and all sorts of communication needs and was quite aware of its power. So naturally, I was wondering why these technologies can’t integrate to provide a complete "Microsoft" experience with much more features bundled. Now I’m happy to say that this wait is finally over when the Microsoft Dynamics CRM Agent Communications Panel was released few weeks back.
Of course, as a first generation product it needs some improvement to compete with the other vendors but, after testing the same I feel that it’s very nicely done..!
Please refer to my post at: http://crmlk.spaces.live.com/blog/cns!F30F5B210AE41C3C!221.entry for screenshots and more details.
Cheers,
Amal_k9