HiPath ProCenter CRM Ready Integration for Microsoft Dynamics CRM

Certified Integration

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HiPath ProCenter Solution Certified Microsoft CRM Integration

Easy to implement screen pop functionality using a fully integrated component in Design Center

Identify and retrieve customer record based on ANI or inputted digits

Push customer file screen pop to agent desktop synchronized with each incoming call

Integration capability with Microsoft Dynamics CRM is included feature at no extra cost and no specialized services required

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HiPath ProCenter Solution Microsoft CRM Integration – Benefits

Enables powerful CRM screen pop functionality to be implemented quickly and easily

Enhances agent productivity and streamlines customer handling by automating repetitive tasks

Facilitates faster call resolution by synchronizing customer file screen pop with incoming calls and transfers

Improves customer satisfaction by enabling faster, more personalized customer interactions

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Instant Access to Microsoft Dynamics CRM Screens

With each incoming call agents have instant access to the most relevant Microsoft Dynamics CRM screens

ANI or IVR inputted data automatically triggers screen pop of one of the following customer screens: Contact Lead Case Account

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Fully Integrated With Design Center

Easily include MS CRM screen pop in a routing strategy using Design Center Contact Data Update node

Simply specify the type of form to be presented when ANI or IVR inputted data equals a “Match” or “No Match”

Match = Pop Microsoft CRM Account Screen

No Match = Pop Microsoft CRM Lead Screen

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Microsoft CRM Searchable Fields

Each MS CRM screen contains fields that are queried for a match: Contact and Lead Screens –

ANI matched against Business Phone, Home Phone, Other Phone, Mobile Phone, Fax, Pager

Account Screen – inputted digits match against account number or ANI matched against Main Phone, Other Phone, Fax

Case Screen – inputted digits matched against Case Number

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Microsoft CRM Advanced Find

Advanced Find screen automatically presented whenever multiple matches are found

Enables agent to quickly fine tune a search until the desired client record is found

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The customer’s information automatically appears on the agents computer. The agent can now provide personalized service and efficiently handle the callers request.

The customer’s information automatically appears on the agents computer. The agent can now provide personalized service and efficiently handle the callers request.

An existing customer calls to place an order

An existing customer calls to place an order

Call Handling & Microsoft Dynamics CRM Screen Pop Scenario

The caller is automatically identified by a unique account number that was inputted during the greeting prompt

The caller is automatically identified by a unique account number that was inputted during the greeting prompt

Microsoft Dynamics CRM

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Microsoft CRM Screen Pop Example Scenario – Design Center View

Leverages existing functionality within HiPath ProCenter Design Center

Screen pop can easily be included in a routing strategy using Contact Data Update node

Simply specify the type of form to be presented when ANI or IVR inputted data equals a “match” or “no match” with the Microsoft Dynamics CRM database

Certified Integration

HiPath ProCenter CRM Ready Integration for Microsoft Dynamics CRM