Transcript Volt Delta Solutions - Microsoft CRM User Group :: Home

Volt Delta International
CRM User Group. 29th October 2008
© 2008
Overview of Final Solution
 Web Client Contact Centre Configuration
 Dynamics V4
 Volt Delta Oasis Telephony
 Live Search
 Virtual Earth
 SMS
 Click to Connect
 Virtual Calls
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OASIS Dynamics CRM – Idle State
 Generic CRM Screen Remains
 Key CTI Functions in Customisable CTI “Ribbon”
 Standard Contact Centre Agent Functions Supported
i.e. Go Ready/Not Ready, Reject & Transfer.
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OASIS Dynamics CRM – Idle State
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OASIS Dynamics CRM - New Account
 Call Presented and no Account Found.
 CTI Fast Links allow easy account creation.
 Account Music Store is created.
 Account Form can be opened in CRM to Add more
attributes (e.g. Web Address) can then be added
using dedicated CRM window.
 Call History and Notes automatically created in CRM.
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OASIS Dynamics CRM –
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OASIS Dynamics CRM - Existing Account
 Call Presented and Music Store Account Found.
 Music Store would like to change order
 Account related information popped via:
 Dedicated Window for CRM Account Data
 Mapping/Virtual Earth Windows
 Web Address automatically made available in Window
 Live Search Peformed to Find details
 Operator Enters Change Order Request and Saves
 Phone call objects with Notes automatically created
in CRM for follow up
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OASIS Dynamics CRM – Ringing
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OASIS Dynamics CRM – Answered
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OASIS Dynamics CRM – Auto Live Search
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OASIS Dynamics CRM – Auto Location
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OASIS Dynamics CRM – Auto Location
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OASIS Dynamics CRM – Review Last Call
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OASIS Dynamics CRM – Click To Connect
 Later on in processing, agent needs to query the
order change request (e.g. Confirm).
 Agent uses Account information screen with
dedicated Click To Connect Button
 Agent is prompted with Choice of Numbers
 Can then Invoke Click To Connect and contact
customer
 Confirmation can be logged in CRM.
 Call History and Notes are automatically updated.
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OASIS Dynamics CRM – Click To Connect
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OASIS Dynamics CRM – Click To Connect
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OASIS Dynamics CRM – Task Distribution
 Offline agent/administrators can enter sales leads
into CRM for distribution to Agents, who then make
calls.
 Tasks are blended with inbound calls via OASIS CDS
ACD.
 In this case, various leads are entered for later follow
up calls by agents
 When call is presented to agent, full context is
popped and when accepted, the call is automatically
established.
 ACD Queue Blending also used for distribution of:
 SMS
 Email
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OASIS Dynamics CRM – Follow Up Leads
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OASIS Dynamics CRM – Follow Up Leads
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OASIS Dynamics CRM – Call Established
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Contact us: Volt Delta International
 Email:
 Web:
[email protected]
www.voltdelta.net
Volt Delta International Ltd
Dolphin House
Windmill Road
Sunbury-on-Thames
TW16 7HT, UK
Volt Delta International GmbH
Munich City Tower
Landsberger Strasse 110
80339 München
Germany
Volt Delta International B.V.
Olof Palmestraat 24
2616LS Delft
The Netherlands
Tel:
Fax:
Tel: +49 89 45 56 60
Fax: +49 89 45 56 61 13
Tel:
Fax:
+44 (0)1932 755 555
+44 (0)1932 755 500
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+31 (0) 15 215 0915
+31 (0) 15 213 0226