In recent years, Microsoft has released “accelerators” to help enhance the already rich feature set of Dynamics CRM. These accelerators increase the ability to configure and extend CRM to broaden marketing, sales, and service capabilities. The most recent accelerator (due April 30, 2010) targets CRM business applications for customer service interactions. The Customer Care accelerator provides end users with the ability to integrate data from diverse applications to CRM. This creates a simple yet highly effective single user interface for better efficiency and higher productivity of call center agents.
In the past, JourneyTEAM found it somewhat difficult to compete in the Call Center market because Microsoft Dynamics CRM did not have a centralized location, or dashboard, to combine data elements from different applications. Being able to quickly and easily access information enables agents to provide efficient service and improve overall customer satisfaction. With the Customer Care Accelerator, Microsoft has closed the gap dramatically with such features as:
- Integrated Desktop
- Desktop Automation Workflows
- Computer Telephony Interface (CTI)
- Activity Reporting
Microsoft recently announced that Dynamics CRM has been positioned in the Leader Quadrant of the 2010 Magic Quadrant for Customer Service Contact Centers. This significant achievement illustrates Microsoft’s commitment to empower companies with software that will increase profits and elevate customer satisfaction levels in the costly customer support aspect of business.
CRM Accelerators are available at no additional cost to current Microsoft Dynamics CRM customers and partners. The download can be found at http://crmaccelerators.codeplex.com.
JourneyTEAM—A Utah Microsoft Gold Certified Partner
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Very interesting article, thanks for sharing!
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