TelephoneIntegration for Microsoft Dynamics CRM 2011

Demo Videos

Call handling

MS Lync Chat integration

Predictive Dialer

Screenshots

User interface & integrated search

Dialing from related records

History & Lync chat integration

Predictive Dialer

Compatibility chart

Overview: compatibility with CRM,RU12 and support of cross browser

 

Main Functionalities:

• User Interface

  TelephoneIntegration for MS Dynamics CRM 2011 provides a main user interface in form of a pop-up window called "balloon". The balloon contains all client-side functionalities and details about the call (e.g. call duration, call direction, etc.) and the caller (e.g. name, location, etc.). The information which should be displayed can be configured by the CRM administrator. The context-menu provides several CRM-functionalities, such as opening regarding CRM-records, creating new entity- or activity-records (e.g. accounts, contacts, phone activities, etc.) or assigning unresolved numbers to existing records. (Click here to see TelephoneIntegration in action.)




• Dialing from related CRM-records

  TelephoneIntegration allows users to dial from related CRM-records. This means that they have the possibility to choose from a list of records related to the initially opened one when dialing out from CRM (e.g. dialing from all records which are related to an account, to an opportunity, to a case etc.). (Click here for a more detailed view.)




• Integrated Search

  It is possible to search for CRM records (accounts, contacts, users, etc.) and to perform an outgoing call directly within the balloon. Therefore, there is no need to explicitly open CRM to start outgoing calls.




• History

  TelephoneIntegration for MS Dynamics CRM 2011 keeps detailed track on previous calls. This allows to analyze calling durations and to quickly call back by selecting any previous phone call. Additionally, the history search allows users to create contacts, accounts, phone call activities, etc.




• Microsoft Lync Chat Integration

  The “Microsoft Lync Chat CRM Integrator” connects the Microsoft Lync Chat with Microsoft Dynamics CRM. The feature can easily be activated in the setup of the addon. After the activation, a specific TelephoneIntegration Lync Chat window pops up. Within this window, all current chat-conversations and details about the instant messaging partners retrieved from CRM are displayed. In the TelephoneIntegration Lync Chat window, users have the possibility to open the chat-partners' CRM records or to create a new contact, lead or account based on the chat-partners' Lync details. Additionally, the feature enables users to create a new case or to copy the complete chat content by just clicking on one single button. Users are also able to store the conversations in a structured and organised way within CRM by creating a chat- or a letter-activity. (Click here to watch the demo video.)




• Predictive Dialer

  The Predictive Dialer provides the possibility to automatically or manually dial the numbers of CRM-records (accounts, contacts, users, etc.) which have been attached to marketing lists of call-campaign-activities. The lists can be distributed to various users of a team for simultaneous processing. Callers can prepare for and rework calls within generally determined pre-processing and post-processing times. In the post-processing phase, callers have the possibility to mark the call as succesful/failed or to reschedule it. After post-processing, pre-processing for the next call starts. The specific Predictive Dialer-header added to the CRM call-window includes details about the contacted record and the processed marketing-list. (Click here to see the Predictive Dialer in action.)




• Integrations

  TelephoneIntegration supports direct connections to the phone system (requires a TAPI driver, supports TAPI2 and TAPI3), OCS (Microsoft Office Communication Server, Lync) and Skype to perform phone calls.