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- Outbound Dialling
- Inbound Call Handling
In order to enable either of these on your system you will need two
things to be in place:
- Your phone system must support computer integration
Usually modern
Voice over IP (VoIP) phone systems (PBX) will have this capability, most
PBX systems that are less than 3 years old will either have a CTI
capability or it will be possible to add it to the system. There are
two types system 1st Party (where link software runs on the users PC) and
3rd (server based integration). In some cases suppliers offer
proprietary interfaces but increasingly Telephone Application Programming
Interface (TAPI) and Telephone Server API (TSAPI) standard interfaces are
offered.
- You need suitable software to link with your CRM
This is the software component that links your CRM to the PBX vendors
driver software. This software will implement a variety of user
interface features for the user (such as dial, transfer etc.). In some
cases this software may also be provided by your PBX manufacturer.
Microsoft CRM contacts can utilise the TAPI capability of Microsoft
Outlook. However, to integrate most effectively either a manufactures
linking solution or a bespoke solution is required.
Manufacturers Telephony Links
The telephone manufacturers detailed below have partnered with Microsoft
to develop their own solutions for their telephone systems. If you
have a modern phone systems from these suppliers there's a good chance that
their integration software will be available to you. CABC works with
certified supplies for Cisco and and Avaya to implement Microsoft CRM
solutions for these vendors.
Cisco
The
Cisco CRM Communications Connector enables organizations to tap
industry-leading expertise of both Microsoft and Cisco Systems to benefit
from a complete, integrated communications and customer care solution. Its
advanced feature set includes:
- Screen Pops: Opens contact record and
creates new phone call activity record as call arrives; Creates screen
pops from click to dial calls and from manually dialed outbound calls
- Click to Dial: Supports click to dial
feature from a Microsoft CRM contact record
- Call Duration Tracking: Accurately
tracks duration of phone call and associates with phone activity record
- Call Information Capture: Captures
incoming and outgoing call information, including calling number, called
number, and call start and end times
- Customer Record Creation: Easily
creates a new CRM customer record when a new customer call arrives
Avaya
Through the integration with
Avaya IP Office, customer and historical sales information in Microsoft
CRM can be linked directly to incoming and outgoing calls, making it easier
to personalise service, and bring customer information to the fingertips of
call handlers and sales personnel. With the low total cost of ownership and
speed of deployment.
A number of other
phone vendors have also have links available for Microsoft CRM if you
have one of these phone systems please contact us for further details of
the solution available. Some of these suppliers links are developed by
the manufacturer, others by third parties.
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Inter Tel
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Alcatel
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Aastra
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Nortel
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Panasonic
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Siemens
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Toshiba
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Swyx
Advanced Telephone Integration for other Vendors Phone Systems
For more advanced telephone integration including facilities such as
call transfer and scripting the independent Telephony software vendor
GENESYS have a very strong offering. This application has the benefit
that it supports a wide range of PBX systems, and offers more sophisticated
call handling facilities. To download more details about the
GENESYS integration click
here.
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