Microsoft Integrations with the IC Platform
Office Communications Server (OCS)
Give OCS users a single interface from which to call other users and originate conference calls between any OCS Communicator client, Interaction Client, or external party. Additionally users have the ability to transfer, record and create conference calls on-demand.
Presence Anyone? Synchronized status settings and a common company directory in the Interaction Client let users locate co-workers instantly. Shared users can even leverage an integrated Office Communicator Contacts list in the Interaction Client to initiate chats and launch OCS instant messages and video call.
Microsoft Dynamics™ GP
Quickly match incoming callers to their account and automatically screen pop a Microsoft Dynamics GP form to end users.
For call control, users can establish auto attendant call rule actions to affect an incoming call and present options such as pick up the call or send it to voice mail. Users can even record calls on-demand when needed right from the desktop.
Microsoft Dynamics™ CRM
Dynamics CRM users get complete voice capability from within their CRM application.
A pre integrated Client call control toolbar provides access to all the standard phone functions a user needs. (Pickup, Disconnect, Hold, Transfer, and more)
Plus customer account info can be screen-popped each time a call comes in to provide users with real-time information about the caller.
Additionally, out-of-the-box IVR applications for automated self service, allow caller to access information stored in Dynamics CRM and have it play back(text-to-speech) over the phone, with no expensive computer telephony integration (CTI) necessary.
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