Professional Customer Care in your contact center with Microsoft Dynamics CRM

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1 Professional Customer Care in your contact center with Microsoft Dynamics CRM Perfect customer care with Microsoft Dynamics CRM

2 CRM Contact Center with Microsoft Dynamics CRM DYNAMICS ENGAGE CUSTOMER CARE AT ITS BEST DYNAMICS ENGAGE optimizes Microsoft Dynamics CRM for professional customer relations in your contact center. High quality service and customer focus are the key factors in ensuring your customers satisfaction. You can now provide ideal support to your customers by using the tools provided by modern CRM-systems. Lead your contact center to perfection by combining the standard customer management from Microsoft Dynamics CRM with relevant tools and features. Due to its usability, Dynamics Engage can be used effectively in a wide variety of settings wherever support agents are getting in close contact to customers (e.g. call centers, support hotlines etc.). All information is gathered on one user interface in one application Dynamic Engange is the central working surface for your agents. This single user interface enables you to control and execute all processes in your contact center inbound or outbound. This is where, among other things, your customer relations are controlled via various communications channels, such as telephony, or chat. Interface packages connect your CRM contact center directly to your PBX or to modern middleware solutions for contact centers. Direct integration with Microsoft Dynamics CRM provides your agents with all features that are essential for professional customer service, effective sales and effi cient marketing. Dynamics Engage offers a multitude of application scenarios which can be put into practice easily and immediately in order to increase effi ciency in your contact center and allow your business processes to be executed ideally. This can be realized directly in your contact center or even across your business units. Microsoft Dynamics CRM offers you more than just an unbeatable all-in-one solution for your customer care: By consolidating your communication data and all customer related information in one spot you also open up new possibilities for your company!

3 FEATURES AND FUNCTIONS CRM-Integration Communication channels Information Applications and Tools Optimized user interface Business features End-to-end processes CRM-Integration Microsoft Dynamics CRM can be embedded seamlessly into Dynamics Engage. This enables you to work with the CRM-interface with Dynamics Engage additionally automatizing processes, e.g. automatically opening a ticket or contact form or when accepting a call. Individual dashboards Data input, information from various sources and specifi c functions can now easily be consolidated in and accessed from one single spot: your individual dashboards which are adjusted to meet your specifi c needs. Communication module Control your entire communication from one central spot, including e.g. telephony, and chat. You have access to extensive CTI-features as well as information about duration of contact, login to extension lines, status updates and more. Identification module Identify incoming contacts automatically via metadata, e.g. telephone numbers.the module also warrants quick and easy locating of customer data sets by hand. Applications Incorporate additional web- or desktop-applications directly into your Dynamics Engage surface. Contact Center Management Optimize your entire contact center management now using Dynamics Engage. Its CC management provides you e.g. with statistics and information on teams or waiting loops. It also enables team leaders to coordinate their teams from their desk. Multi-sessions and multi-clients These features facilitate the parallel conducting of several contacts as well as competent service for various clients. It lets you hand over entire sessions including active contacts. The current status is maintained at all times. Quick search Quick search considerably accelerates real-time research using your knowledge base, the internet or other sources.

4 Selection of business transactions Using Process Launcher your agents will always fi nd optimum solutions to fi t your customers needs, increasing service quality signifi cantly. Ticketing module Dynamics Engage can be used as an effi cient ticketing system in your support and service workfl ows. This ticketing system is especially convenient as a crossover from your contact center into other departments. Reporting Benefi t from professional assessments and diagrams of customer related CRM and communication data, including export into Excel. Automatization Choose from a wide range of technical options to automatize work fl ows and transfer data. Further features include: Notifications, Calendar, processing time display, tab-structure YOUR BENEFITS + Higher quality of service and customer satisfaction + Increased productivity + Opening of new possibilities + Adaptability + Joint communication Higher quality of service and customer satisfaction Straightforward, clear and intuitive. Dynamics Engage offers you an easy-to-use working surface and provides your service, sales and marketing staff with all the features and information they require. Your customer requests are handled effi ciently and with high quality of service. Close-to-standard solutions Microsoft Dynamics CRM is a fl exible system that offers many functions for effective customer support in your contact center. Now you can expand your existing Microsoft Dynamics CRM installation or rebuild your contact center using a well-proven and solid solution with Dynamics Engage by PROCESS INNOVATION! Increased productivity for your customer support Shorter call times and more productive operating those are your benefi ts from an optimized user interface and automatized processes. Incorporating Microsoft Dynamics CRM resources and other service- and sales-related applications into optimized dashboards enables your users to solve problems with just a few clicks. Joint communication Open interfaces allow for quick and easy connections to your PBX or to middleware solutions for contact centers In addition, Dynamics Engage offers you ready-made interface packages. Opening of new possibilities The perfect combination of communication data and customer information in one spot opens up new possibilities for important strategic and functional assessments. Adaptability By choosing Dynamics Engage you provide your agents with a high-capacity application. With this solution you can put every operation purpose into effect in an optimum, fl exible way no matter how extensive the requirements. If your frame conditions change, Dynamics Engage adapts to meet your needs perfectly.

5 OVERVIEW + + Add-on for Microsoft Dynamics CRM by PROCESS INNOVATION AG + + Thin Client Desktop Application based on our Customer Care Accelerator for Microsoft Dynamics CRM + + Complete CRM-integration + + Optimized user surface with extensive features for your contact center + + Multi-sessions + + Ticket module + + Process launcher + + Reporting + + Interfaces for connecting to your communication infrastructure and other back-end systems + + Multi-channel customer contact + + CRM Server 2011 / 2013 and CRM Online YOUR CHANCE You are looking for a business system that fits your needs perfectly or want to optimize your existing customer relations? Contact us now we will bring your customer management to perfection! YOUR CONTACT PERSON: Christian Kaiser Microsoft CRM Solutions Phone: Fax: Christian.Kaiser@processinnovation.de PROCESS INNOVATION AG Kupferstraße 36 D Stuttgart