b+s Connects for Microsoft Dynamics CRM ®

Microsoft Dynamics CRM Integration for Cisco Contact Center (CCE & CCX)

Tailored to provide the kind of customer-centered interactions today’s consumers now expect. Turn your agents into contact center experts with a CTI & Omni-Channel gadget that makes it possible for them to provide customers exactly what they want, and even what they might soon need.

The net effect is an engagement experience that ensures each and every customer will really feel like the star of the show. 

Logo Partner Microsoft Gold

Tailored to provide the kind of customer-centered interactions today’s consumers now expect. Turn your agents into contact center experts with a CTI & Omni-Channel gadget that makes it possible for them to provide customers exactly what they want, and even what they might soon need.

The net effect is an engagement experience that ensures each and every customer will really feel like the star of the show. 

 
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Delight Customers

Getting it right the first time is priceless. Because customers must come first, ensuring technology empowers business to be responsive to customers will mean so much to them in the long run.

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Drive Efficiency

The customer is king. At the end of the day, though, you are running a business. Working fast, effective, and smart are key principles to follow when implementing new technology.

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Provide Proactive Service

Being on time is being late. Today’s customers expect service before they need it. Crystal balls are hard to come by: make anticipating customer needs a priority by securing the right solutions. 

It's All About the Experience

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Click-to-Dial

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Account / Contact Pop-Up

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Interaction Logging

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Data Preview in Gadget

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Screen Transfer

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Pre-built Toolbars

What b+s Connects has to offer your business

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AGENT

Help them help you

Tools they need to provide a superior customer experience

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SUPERVISOR

Remove the guesswork

Reports and data that facilitate optimization

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ADMINISTRATOR

Streamline their decision making

Easy-to-implement software, freeing IT to innovate rather than just support

The Customer Journey as it should be

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Personal

Connect to customers in a whole new way

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Effortless

Provide hassle-free customer service by streamlining agent workflow

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Relevant

Deliver the kind of service customers are waiting for

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Any Channel

Put customers in charge of how and when they connect

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Proactive

Know what customers want even before they do

Architecture Website - Connects for Microsoft Dynamics

Let's talk tech!

As simple as the wheel, without having to reinvent it. 

  • No on-premise software installation required
  • Call Event API for triggering custom workflows
  • Full Cisco Outbound Dialer Integration
  • From installation through post-production, our end-to-end Cisco contact center expertise means it’s done right

Now Supporting Unified Service Desk (USD)

CTI for Microsoft Dynamics CRM Unified Service Desk and Cisco Contact Center CCE, CCX

The integration between Cisco Contact Center and Microsoft Dynamics Unified Service Desk (USD) provides agents with important functionality, such as state and call control, all within the USD Client GUI.

Download the Fact Sheet or get a sneak peak (watch the video)

Feature Set

  • Agent State Control
  • Call control 
  • Screen pop on transfer
  • Agent-to-agent screen sharing
  • Call detail logged inside of Microsoft Dynamics CRM
  • Note taking in gadget
  • Auto wrap-up and wrap-up with reason
  • Click-to-dial phone numbers in Microsoft Dynamics CRM records
  • Speed dial buttons
  • Configurable toolbars inside the gadget provide additional functionality (e.g. call recording)
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • Utilize Cisco’s Contact Center Enterprise to route and report on native Microsoft Dynamics CRM email
  • Task control - accept, reject, pause, resume, and end
  • Manage multiple, simultaneous emails

Resources

Demo Videos

Demo - CCE Edition
Demo - CCX Edition
Demo - USD Edition

Get connected today!

Want to see a demo? Get detailed technical information? Chat with one of our integration gurus?