New technologies in customer relationship management (CRM) and converged networking can move call centers from "one-size-fits-all" customer service to targeted one-to-one service. This delivers value by improving customer satisfaction and boosting revenue - as in years past when local businesses offered personal service because they knew every customer.

 

 

 

 

 

 

 

 

 

 

 

One key strategy in moving the call center forward is customer value-based call routing. In conjunction with load balancing or skills-based routing strategies, customer valuebased routing helps businesses do a better job of matching customers with specific needs or propensities with the agents that are best able to meet those needs.

For enterprises looking to upgrade their call and contact centers with more effective CRM practices, it is essential to realize that the solution cannot exist independently from other enterprise applications and systems. A merger between data sources and applications is the only way to achieve greater efficiency within the enterprise (remove redundant processes), to increase revenues (cross-sell and upsell) and cut costs (brings down the cost of interacting with customers).

Also, as a crucial component of any enterprise architecture, CRM cannot be isolated. Integrating and aggregating the multiple communications and information layers within the enterprise puts agrowing emphasis on integration between processes and applications.

One of these layers is of course the contact center, often the outermost layer of the CRM value chain and the face of a company for most of its customers. Yet, no effort has been made so far to extend the resources available to most call centers and to strengthen ties between the call center and the enterprise.

Developed by e360crm, the e360crm Microsoft CRM Cisco IPCC Enterprise Connector is a merger layer that enables small and medium-sized businesses (SMBs) or empowered branch offices to provide superior customer service by connecting Cisco Unified Contact Center Enterprise ( formely Cisco IPCC Solutions ) with the Microsoft CRM Dynamics Solutions application.

Cisco IPCC Solutions and Microsoft Dynamics CRM - Combining Strengths

e360crm Microsoft CRM Cisco IPCC Enterprise Connector is ideal for small and medium-sized businesses or empowered branch offices wanting to create a comprehensive CRM solution built onMicrosoft CRM Dynamics Solutions and Cisco Unified Contact Center Enterprise ( formely Cisco IPCC Solutions ). Such a solution enables all employees within these organizations, not only call center agents, to improve productivity and deliver superior customer service.

A Complete Communications Solution

e360crm Microsoft CRM Cisco IPCC Enterprise Connector creates one complete customer communications solution, requiring only Microsoft CRM Dynamics Solutions and Cisco Unified Contact Center Enterprise ( formely Cisco IPCC Solutions ).

Smooth Integration

e360crm Microsoft CRM Cisco IPCC Enterprise Connector, is immediately available for Cisco CallManager IPCC Enterprise.  It can quickly and easily integrate Microsoft CRM Dynamics Solutions and Cisco Unified Contact Center Enterprise ( formely Cisco IPCC Solutions ) at the desktop with no additional hardware required.  The e360crm Microsoft CRM Cisco IPCC Enterprise Connector uses Internet Explorer as the primary client for managing tasks and contacts.