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March 05, 2009

inContact Integrates with Microsoft Dynamics CRM

By Shireen Dee, TMCnet Contributor

inContact, a provider of on-demand contact center software and agent optimization tools, recently announced integration of its inContact platform for contact centers with Microsoft Dynamics CRM.

With this integration, a single sign-on option will be available for inContact and Microsoft Dynamics CRM. This includes inContact's modules for call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR) and outbound systems which can interact in multiple ways with Microsoft (News - Alert) Dynamics CRM.
With this, there is a boost in both the agent and customer experiences as the agent is fed client information automatically and an auto pop-up on the customer is available for the agent when the customer dials in to the system.
inContact's software emulates the benefits of a Software-as-a-Service (SaaS (News - Alert)) system with easy overlay of an organization's existing telephony system providing functional benefits to the CRM process.
inContact for Microsoft Dynamics CRM offers call controls incorporated directly into Dynamics CRM with screen pops based on caller ID, 1-800 numbers, or caller inputs.
Smart dialing functionality and intelligent data handling features are also provided which reduce the need for keying in numbers manually and helps to speed up basic customer contact information gathering.
"The inContact platform offers intelligent call routing and agent optimization tools, all built on an integrated network connectivity framework. Now that inContact and the Microsoft offerings are functionally coupled, Microsoft CRM customers can vastly improve both the agent and customer experience. The speed of deployment, best in class functionality, and budget benefits of the inContact SaaS model make the combined solution an easy decision for organizations large and small," said Paul Jarman chief executive officer of inContact.

Shireen Dee is a contributing editor for TMCnet. To read more of Shireen's articles, please visit her columnist page.

Edited by Stefania Viscusi

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