Are you unifying communications in your sales teams, marketing departments and contact center?

Technology has changed… and so have the rules. Customers are calling, sending e-mails, using instant messaging to chat. IP telephony is the wave of the future, but you have no idea how to implement it. And all the different systems you use to manage everything aren't cooperating.

How do you turn your call center into a more effective, customer-focused IP contact center? 

Single integrated platform for your contact center and your enterprise. With one solution, Microsoft Dynamics CRM lets you align contact management, communications and business strategies across your organization. More critically, it connects each and every customer touch-point -- seamlessly -- allowing agents and enterprise users to offer service that's as fast as it is attentive. Even at multi-site locations.

Elevate customer satisfaction & loyalty
Offer customers multimedia voice, fax, e-mail, Web and voice over IP (VoIP) interaction options … then quickly connect them with the right person the first time via CIC's universal queuing and skills-based routing. Automated self-service also keeps customers coming back.

Increase Revenues
Repeat customers are a valued revenue stream. But Microsoft Dynamics CRM also lets you deploy interaction processing scripts and applications as needed to increase service effectiveness and attract new customers.

Maximize Productivity
Equip agents as well as business users with Microsoft Dynamics CRM unified graphical interface for desktop call and interaction control -- inbound, outbound and blended -- plus conferencing, recording, enterprise directories and real-time presence management. Users can also get unified messaging, screen pop, CRM integration and more to increase output.

Lower your total cost of ownership
Integrate to an existing IT infrastructure for your contact center, enterprise, multi-site offices and mobile workers. VoIP capabilities, low-cost SIP phones and non-proprietary application suite reduce TCO even further over expensive hardware and multiple vendors.

Microsoft Dynamics CRM and the phone system integration enables small and medium-sized businesses or empowered branch offices to fully tap the potential of both Microsoft and their IP phone system to provide a complete Client Relations solution.

Advanced feature set includes:

• Legacy interface
• Screen pop on incoming call
• Supports click-to-dial feature from a Microsoft Dynamics CRM 3.0 contact record
• Captures incoming and outgoing call information, including calling number, called number, and call start and end times.
• Easily creates a new Microsoft Dynamics CRM 3.0 customer record and call activity for it when a new customer call arrives (this feature may be adjusted with the help of a configuration file)
• Screen pop from click to dial calls
• Tracking time duration
• Easily create a new CRM record
• Automatically call record and attach it to the MS CRM contact record
• The Agent has possibility catch any number from any type of documents, such as PDF, txt, word, excel and other, and automatically call through ICM.