Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony...

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Seamless Dynamics CRM telephony integration, for all telephone systems.

Transcript of Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony...

Page 1: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Seamless Dynamics CRM telephony integration, for all telephone systems.

Page 2: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Why would you want CRM telephony integration?

1. Do you want all your telephone activity properly tracked in your CRM?

2. Do you want to increase your outbound talk-time by 50% ?

3. Do you want enhance productivity by stream lining processes and automating workflows?

4. Do you want to improve your bottom line- while improve your customer relationship- while reducing your operating costs

Dynamics Telephony is for you

Page 3: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

What functionality do you get?

1. Inbound CRM screen pop based on your customers telephone number

2. Click to dial from anywhere in your CRM

3. Call-back calendar management tool to ensure no appointments are missed

4. Automatic logging of all telephone activity in the CRM

5. All statistics stored in the CRM using standard CRM tools

6. A suite of real time dashboards to monitor telephone activity

7. A suite of management reports that capture both inbound and outbound

activity

8. Optional CRM embedded dialler for organising your outbound list campaigns

9. No Server hardware required

Page 4: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Dynamics Telephony toolbar blends beautifully, and actually results in MORE space for Dynamics CRM

Dynamics Telephony Toolbar

Page 5: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Call log, screen pop & Click-to-dial

1. Pre screen-pop notification3. Telephony Controls

2. Lead, Account, Contact Screen-

pop

Click-to-dialCall Log

Page 6: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Built-in Contact Directory

Supports conference & transfer (blind or consult)

Personal OR group directory of favorite

contacts

Ad-hoc dialing

Call controls and handy directory panel built in to CRM.

Page 7: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Call Outcome Settings

All outcomes tracked and reported IN CRM

Unlimited outcomes can be defined & customised

Examples…

Trigger workflow to send email with attachment

AND set up callback for 2 days time

Automatically call the customer back in 30

minutes

Busy & No Answer are automatic retries – no

need for agent to select them.

Managed callbacks

Page 8: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Shared, or personal, lists of contact/account/lead/phone-call entities that

Dynamics Telephony EMBEDDED PROGRESSIVE DIALER auto-feeds to a user, or a team of users

Web leads

Customer Lists

Web CallbacksAdvanced Find

File importMarketing Automation

WorkflowsEtc.

Dynamics CRM Queue Agent Team

salesMarketing queue auto-feed

Contact Sources

Progressive Dialer – Based on CRM Queues

PROGRESSIVE DIALER• Auto-load the next record• Preview time - configurable• Auto-dial the phone call• Auto-reschedule no answers, busies• Outcomes – customizable, unlimited• Wrap time - configurable• Callbacks – same agent or group

Page 9: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Reporting, in CRM

Comes with a suite of Dynamics Telephony Dashboards

Display in CRM

Historical & Real-time

See all agents real-time status, including who they are talking to

Colour coded when thresholds exceeded.

Page 10: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Architecture

dynamicstelephony.com• Install Server• Licence Server

•Run locally•Telephony

toolbar•Tabbed

CRMbrowsing

•ANY Telephony –cloud or on premises•For Skype-for-business, TAPI, Cisco or Avaya, use Phone or Headset

•For SIP, use Headset twinned with Phone

•CRM online, IFD or on premises•Dynamics Telephony entities•No modification of standard entities

Page 11: Seamless Dynamics CRM telephony integration, for all ...dynamicstelephony.com/Dynamics Telephony overview.pdfDynamics Telephony is for you What functionality do you get? 1. Inbound

Contact

Dynamics Telephony U.S. & Canada

Tel: +1 (603) 769 3041

Email: [email protected]

Website: www.dynamicstelephony.com

Dynamics Telephony EMEA

Tel: +44 203 432 6850

Email: [email protected]

Website: www.dynamicstelephony.com.uk

All Features: http://dynamicstelephony.com/res/index.php/all-features/