© 2008 CRM User Group. 29 th October 2008 Volt Delta International.
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Transcript of © 2008 CRM User Group. 29 th October 2008 Volt Delta International.
© 2008
CRM User Group. 29th October 2008
Volt Delta International
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 2
Overview of Final Solution
Web Client Contact Centre Configuration Dynamics V4 Volt Delta Oasis Telephony Live Search Virtual Earth SMS Click to Connect Virtual Calls
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 3
Generic CRM Screen Remains Key CTI Functions in Customisable CTI
“Ribbon” Standard Contact Centre Agent Functions
Supported i.e. Go Ready/Not Ready, Reject & Transfer.
OASIS Dynamics CRM – Idle State
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 4
OASIS Dynamics CRM – Idle State
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 5
Call Presented and no Account Found. CTI Fast Links allow easy account creation. Account Music Store is created. Account Form can be opened in CRM to Add
more attributes (e.g. Web Address) can then be added using dedicated CRM window.
Call History and Notes automatically created in CRM.
OASIS Dynamics CRM - New Account
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 6
OASIS Dynamics CRM –
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 7
Call Presented and Music Store Account Found.
Music Store would like to change order Account related information popped via:
Dedicated Window for CRM Account Data Mapping/Virtual Earth Windows Web Address automatically made available in Window Live Search Peformed to Find details
Operator Enters Change Order Request and Saves
Phone call objects with Notes automatically created in CRM for follow up
OASIS Dynamics CRM - Existing Account
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 8
OASIS Dynamics CRM – Ringing
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 9
OASIS Dynamics CRM – Answered
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 10
OASIS Dynamics CRM – Auto Live Search
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 11
OASIS Dynamics CRM – Auto Location
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 12
OASIS Dynamics CRM – Auto Location
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 13
OASIS Dynamics CRM – Review Last Call
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 14
Later on in processing, agent needs to query the order change request (e.g. Confirm).
Agent uses Account information screen with dedicated Click To Connect Button
Agent is prompted with Choice of Numbers Can then Invoke Click To Connect and
contact customer Confirmation can be logged in CRM. Call History and Notes are automatically
updated.
OASIS Dynamics CRM – Click To Connect
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 15
OASIS Dynamics CRM – Click To Connect
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 16
OASIS Dynamics CRM – Click To Connect
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 17
Offline agent/administrators can enter sales leads into CRM for distribution to Agents, who then make calls.
Tasks are blended with inbound calls via OASIS CDS ACD.
In this case, various leads are entered for later follow up calls by agents
When call is presented to agent, full context is popped and when accepted, the call is automatically established.
ACD Queue Blending also used for distribution of: SMS Email
OASIS Dynamics CRM – Task Distribution
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 18
OASIS Dynamics CRM – Follow Up Leads
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 19
OASIS Dynamics CRM – Follow Up Leads
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 20
OASIS Dynamics CRM – Call Established
Ref: 12345 Issue: 1.0A © Volt Delta International 2008 21
Contact us: Volt Delta International
Email: [email protected] Web: www.voltdelta.net
Volt Delta International Ltd
Dolphin House
Windmill Road
Sunbury-on-Thames
TW16 7HT, UK
Tel: +44 (0)1932 755 555
Fax: +44 (0)1932 755 500
Volt Delta International B.V.
Olof Palmestraat 24
2616LS Delft
The Netherlands
Tel: +31 (0) 15 215 0915
Fax: +31 (0) 15 213 0226
Volt Delta International GmbH
Munich City Tower
Landsberger Strasse 110
80339 München
Germany
Tel: +49 89 45 56 60
Fax: +49 89 45 56 61 13