Customer Dynamics

Bring Microsoft Dynamics CRM and inContact Together

For many organizations, most of their CRM activities happen on the phone, including both outbound and inbound calls. Customer Dynamics offers a solution that brings an enterprise level call center system together with Microsoft Dynamics™ CRM at an affordable price.

Measurable Business Value

Customer Dynamics collaborates with inContact to design, implement and configure sophisticated contact center solutions built on the Microsoft CRM platform. Customer Dynamics focuses on providing measurable business value through successfully designed and implemented CRM systems.

More Effective Agents

This solution allows call center agents to work more efficiently, while maintaining data integrity. Whether you are looking to transact and manage telemarketing activities, customer service inquiries, automate call routing, integrate telephony solutions or add interactive call response capabilities, the inContact for Microsoft Dynamics CRM solution can add sophistication to your call center.

Capabilities include:
• Single Sign-On - Users will benefit from an integrated authentication capability, allowing them to log-in to both systems at the same time

• Intelligent Call Routing - Inbound calls can be routed to the appropriate queue or agent, based on Microsoft CRM settings, such as account category. This will improve customer satisfaction and employee efficiency by reducing customer hold times, transfers and the total time of each call

• Microsoft Dynamics CRM Screen Pops - Agents have a complete view of customer history, accounting information, or any other CRM-related information based on security access levels

• Click-to-Dial - Microsoft Dynamics CRM users can easily initiate (dial) outbound calls by clicking on a phone number within a Microsoft Dynamics CRM contact record

• Call Tracking - Agents can seamlessly save and track their call records within Microsoft Dynamics CRM, allowing central access to data within the Microsoft Dynamics CRM application

• Call Reporting - Microsoft Dynamics CRM users can produce comprehensive call reports that combine all call transactions, including reports by account, contact, and agent

With a technical background in software development, system integration and business consulting, Customer Dynamics is a Gold certified Microsoft partner and Microsoft ISV with over 14 years of industry and CRM experience. Customer Dynamics is located in Salt Lake City, Utah and works with clients across the United States.

For more information, download our inContact brochure.