Microsoft and Cisco have updated their joint CRM software recently and that is great news for large companies that are using their CRM Connector and Microsoft Dynamics CRM products.

Cisco’s Unified CRM Connector works with Microsoft Dynamics CRM to streamline contact-center functions for users making and receiving calls. The software creates automatic screen pop ups with caller information, provides click-to-dial capability, captures call information and creates customer records. It delivers these features on a PC through integration with Cisco IP (Internet Protocol) phones. The latest version, Unified CRM Connector 3.0, is integrated with the recently announced Microsoft Dynamics CRM 3.0. In addition to taking advantage of improvements in Microsoft’s software, the new CRM Connector can deliver to any Cisco IP phone a subset of the information it currently puts up on a PC screen. Small and medium-sized businesses (SMEs) are interested in IP telephony but want to see more capabilities than they have with conventional phones, according to Yankee Group SME analyst Gary Chen. “Integration with CRM is one of the killer apps with VoIP,” because customer information is so closely involved with phone calls, Chen said. Many SMEs use CRM software, and Microsoft’s product has done well among them, he added. The prospect of using CRM Connector persuaded GreenStone Farm Credit Services, in East Lansing, Mich., to adopt IP telephony.

Microsoft, Cisco, Help+Desk, CRM, Customer+Service, Help+Desk+Software

tags: cisco, crm, customer+service, help+desk, help+desk+software, microsoft

This entry was posted on Thursday, April 27th, 2006 at 8:56 am and is filed under Help Desk News, Companies, CRM. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.