inContact Integrates with Microsoft Dynamics CRM
Single Sign-On Creates Improved Contact Center Experience
SALT LAKE CITY–inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand contact center software and agent optimization tools, today announced the integration of its award-winning contact center platform, inContact, with Microsoft DynamicsTM CRM. The integration will be featured at the Microsoft Convergence show in New Orleans, March 10-13, 2009.
The inContact call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR) and outbound systems now integrate in multiple ways with Microsoft Dynamics CRM, starting with a single sign-on into both systems. inContact for Microsoft Dynamics CRM improves both the agent and customer experience by automatically providing information to the agent about the caller. For example, if a customer calls into the system from a number in the CRM, all of the information about the customer automatically pops up for the agent.
inContact offers all of the benefits of a Software-as-a-Service (SaaS) system, and easily overlays an organization’s existing telephony system (switch), enabling a number of functional benefits to the customer relationship management process.
inContact for Microsoft Dynamics CRM delivers:
- Call controls integrated directly into Dynamics CRM
- Screen pops based on caller ID, 1-800 numbers, or caller inputs
- Smart dialing functionality, reducing the need to key in phone numbers
- Intelligent data handling, speeding up the process of taking basic customer contact information
- Single view of combined features of inContact and Microsoft CRM for agents
- After-call work screens automatically prompted to the agent, increasing efficiency
“The inContact platform offers intelligent call routing and agent optimization tools, all built on an integrated network connectivity framework,” said Paul Jarman, CEO of inContact. “Now that inContact and the Microsoft offerings are functionally coupled, Microsoft CRM customers can vastly improve both the agent and customer experience. The speed of deployment, best in class functionality, and budget benefits of the inContact SaaS model make the combined solution an easy decision for organizations large and small.”
“Being a Microsoft CRM Gold Partner, and having been involved in the design and implementation of the integration, I feel confident that this dynamic pair of products will satisfy real business needs for a large number of customers,” said Ryan Redmond, President, Customer Dynamics, Inc. “I’m thrilled to have the best-of-breed customer contact handling functionality of inContact now available to my customer base.”
The inContact SaaS model allows a Microsoft CRM user to implement inContact rapidly and without capital expense. It is simple to deploy, with flexible annual or monthly pricing, and is built to easily scale up or down to meet seasonal or campaign-based fluctuations in call volume. The inContact professional services channel, in conjunction with qualified Microsoft Gold Partners, facilitates each implementation of both inContact and Microsoft CRM to ensure they are aligned and configured to the customer’s business needs and rules.
“inContact is the leading on-demand contact center solution because it is proven,” continued Jarman. “inContact has handled over 10 billion calls and is deployed in approximately 600 contact centers of all sizes. You can have a world-class enterprise-grade system at a cost model affordable to all. And now, with our integration with Microsoft Dynamics, we deliver even more value to our customers.”
- Blog, Community: http://community.incontact.com/ucn/
- CRM Integration: http://www.incontact.com/contact-distribution/crm-integration
- Product Demos: http://www.incontact.com/resources/demos
- Three-Minute Overview: http://hooktours.com/8082158/
inContact, Inc. (NASDAQ: SAAS) provides the market leading on-demand customer contact center platform, inContact, to approximately 600 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. Companies with contact centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.inContact.com.
About Customer Dynamics
Customer Dynamics is a Microsoft® Gold Partner, Microsoft DynamicsTM CRM Value Added Reseller (VAR), and Microsoft Independent Software Vendor (ISV), with over 14 years of CRM industry experience. As a Microsoft partner 100% focused on selling, supporting, and developing solutions for Microsoft Dynamics CRM, Customer Dynamics is able to provide solutions tailored to the unique needs of each customer. Depending on customer need, Customer Dynamics provides business process consulting, data and system integration, custom development, project management, report writing, training, and CRM installations and implementation services. Customer Dynamics is headquartered in Salt Lake City, UT and offers on-premise-based CRM solutions across the western United States and online-based CRM solutions throughout North America. Additional information at: www.customerdynamics.com.