Business Application Connectors

A Customer-Centered Opportunity

More than ever, companies of all sizes must provide meaningful, compelling, and consistent experiences for customers. To provide that level of service requires not only great people and strong processes but also the right enabling technology.

Cisco and Microsoft have developed a customer service solution that helps you deliver superior customer service, improve sales and marketing, better inform management, and empower your frontline workforce. At the heart of the solution is Microsoft Dynamics CRM, a comprehensive customer relationship management application that helps you manage the customer experience. Completing the solution is a Cisco Unified Communications System with one or more of the following products:

• Cisco Unified CallConnector for Microsoft Dynamics CRM automatically delivers customer details to the computer screen of any customer-facing employee the instant the customer calls, so your employees can deliver better-informed, more responsive service.
• Cisco Unified Contact Center Express enables your employees to interact with customers by phone, e-mail, or the Web, using sophisticated call routing, workforce optimization, and message management to handle incoming and outgoing messages.
• Cisco Smart Business Portal enables you to bring together all of your customer information to present roles-based, 360-degree views of your customers on any Cisco Unified IP Phone or desktop device. Using this integrated dashboard information, the Cisco Smart Business Portal helps you deliver differentiated customer experiences consistently across all channels.