Microsoft released the “Customer Care Accelerator for Microsoft Dynamics CRM” at Codeplex. CCA focuses on delivering contact center enabling functionality, such as ‘ability to create unified desktop by combining data elements from disparate line of business (LOB) applications & displaying it in single user interface.’ The core Customer Care business scenarios highlighted by this accelerator include: “Integrated desktop: Customers can aggregate information from diverse business apps into an integrated desktop providing employees with a 360° view of customer interactions. Eliminating Duplicate Data Entry: Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates need for agents to re-enter same data. Computer Telephony Integration (CTI): Organizations provided with consistent framework to connect CTI systems with key line of business apps. Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks,” writes Microsoft.
Download: CCA for Microsoft Dynamics CRM