The Customer Care Accelerator for Microsoft Dynamics CRM 2011 delivers contact center functionality by combining, displaying, and manipulating data elements from disparate line of business applications in a single user interface. This accelerator highlights the following customer care scenarios:
– Integrated desktop: Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
– Eliminating Duplicate Data Entry: Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps to reduce human error and ensures a consistent customer service experience.
– Computer Telephony Integration (CTI): Organizations are provided with a consistent framework to connect CTI systems with key line of business applications.
– Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks.
The installation package contains source code, binaries, customizations, and documentation.
The Customer Care Accelerator for Microsoft Dynamics CRM will work with all deployment models for Microsoft Dynamics CRM including on-premise and Microsoft Dynamics CRM Online.