ContactPro Microsoft Dynamics Integration Factsheet

CONTACTPRO – MICROSOFT DYNAMICS CONNECTOR CCT ContactPro (CP) is an Omni channel agent desktop that helps contact centers gain better control of all managed interactions. ContactPro can be configured to individual requirements and offers efficient support to increase agent productivity. A total view of all customer and/or case activities, together with preselected information from CRM and ERP systems, ensures improvements in customer satisfaction scoring and first time call resolution. The reporting and channel blending capabilities of CP allow the best possible use of resources and help to meet and exceed SLA targets.

ContactPro is very easy to deploy and can be used in a centralized and decentralized IT environment, including a SaaS model (Subscription). The modular design of ContactPro ensure the desktop is not overloaded and additional functions are provided. ContactPro does support a hybrid architecture to leverage performance and design flexibility to the latest Microsoft solutions on one hand and the advanced Web technologies to provide easy integration with other services and applications on the other hand. The open CRM Connector offers integration and data exchange with the leading CRM / ERP solutions including Microsoft Dynamics. Search, Update and display parameters are flexible and easy to configure so that always the right information is available to support the agent in the best possible ways.

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SOAP API ACCESS ContactPro connects with Microsoft Dynamics using the open IOrganizationService to Microsoft Dynamics to create, update, delete and query records. This SOAP based interface provides a powerful, convenient, and simple Web services API for interacting with MS Dynamics. Its advantages include ease of integration and development, and it is an excellent choice of technology for use with mobile applications and Web 2.0 projects.

MICROSOFT DYNAMICS INTEGRATION FEATURES The Microsoft Dynamics integration and communication with ContactPro contains the following features: 

Automatic and manual screen pop for all incoming contacts (inbound and outbound)

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Execution of screen pop embedded in ContactPro or external browser

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Different screen pops for transferred contacts based on manual or automatic data updates

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Channel-based properties to use different keywords for screen pop results (e.g. ANI, email address, customer number).

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Rule-based properties for different screen pop results based on incoming Information (e.g. data in UUI field).

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SCREENPOP RULES You can configure your own searches based on each Media Type. Examples:

Voice Search contacts by telephone1 or mobile phone or customer number

Email Search accounts by email address or customer number

Web Chat Search contacts by customer number

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SCREENPOP Screen Pops are embedded inside the ContactPro Client or in an external browser Window. View Integrated MS Dynamics Browser within ContactPro:

Integrated MS Dynamics Browser (external View) within ContactPro Light View:

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CLICK TO DIAL CTI section to click to dial is embedded to any entity form. Allowing users to easy initiate calls right from the Microsoft Dynamics screen. CCT provides a Computer Telephony Service CTI which processes the telephony requests immediately from the Microsoft Dynamics web page. Screen transfer enables update of the screen pop for transferred contacts that the second agent will get the right landing page in Microsoft Dynamics.

SOFTPHONE TOOLBAR CCT provides an embedded CTI softphone toolbar in Microsoft Dynamics which allows agents to answer, hold, transfer, conference and end calls. The toolbar allows agents also to change their state (e.g. available, aux)

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CUSTOMER EXAMPLE The pictures below show ContactPro as an MS Dynamics integrated Softphone with Screen Pop for Avaya Aura, by using the CC ContactPro http:// Web Socket Server for Dynamics solution.

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SCREENPOP USE CASES The figure below shows a screen pop scenario with 10 different use cases. Each use case results in a different landing page in Microsoft Dynamics. The decision is made in this example by collection of a 6-digit use case number and the Caller ID.

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Transmission and reproduction of these documents to utilize or disclose its contents is permitted unless explicitly granted. Offenders are liable to pay damages. All rights reserved. CCT ContactPro is a registered trademark of CCT Solutions. All other named product and company titles as well as logos are trade names or registered trademarks of their respective companies / owners. Issued by: CCT Solutions CCT Deutschland GmbH Voltastraße 81 60486 Frankfurt am Main Germany Tel. +49 69 7191 4969 0 [email protected] CCT Software LLC 1735 Market Street STE 3750 Philadelphia, PA 19103 United States of America Tel. +1 267 507 6196 [email protected]

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