Cisco Systems INC. decided to join forces with Microsoft, using their Cisco Unified CRM Connector with Microsoft's Dynamics CRM 3.0 software. A Cisco IP phone now can be used with Microsoft’s CRM system, creating a three dimensional customer relationship management atmosphere. Other companies are also getting in on the action such as Contactual INC.
Businesses are creating scalability using automated preview dialing with list management, call distribution, status reporting & calling scripts. Inbound screen pop-ups id incoming calls and customer info. Users can dial straight from records with Click-to-dial, and record activity. " They posses a cool quotient," according to Paul Greenberg, author of CRM at the Speed of Light.
Average Call Duration (ACD) & Average Service Ratio (ASR) are always a concern. It's important to maintain the right relationships with VoIP providers to get the best VoIP quality as we do here.