CRM Dynamics Navigator for Call Centers

Navigator is an inbound Call Center CRM application that fully integrates with Microsoft CRM and includes:

• CRM Phone System Integration – Navigator uses TAPI to integrate CRM with outbound calling and inbound calling. We have integrated with Cisco, Nortel, and other telephony systems. Call Centres benefit greatly from this because it minimizes the need for the use of multiple data entry systems
• CRM Decision Engine – Navigator provides context sensitive call scripts to call center agents for optimal efficiency and effectiveness with your clients.
• CRM custom data presentation – Navigator allows any mix of data from any CRM entity and presents it on the same screen for a single-screen view of your customer. Having all information on one screen increases call centre productivity by reducing clicks.
• CRM Dynamics Role based Default View and User based Default View - CRM Dynamics add-in allows specific users and/or roles to see different default views in CRM.
• CRM Dynamics Field Level Security - CRM Dynamics extends the CRM security model to field level security – this means that specific users can be controlled to only allow specific fields on a form to be edited or viewed or linked. Native CRM only supports entity level security.
• CRM Dynamics Rapid Find - CRM Dynamics Rapid Find functionality allows “AND” and “OR” logic across any fields and any entities (tables) in CRM. For example a user searches for “Show me the name and email for all key contacts for companies that have purchased widgets type 10 from us in the past 90 days”. Native CRM does not allow queries on data that is not directly linked – CRM Dynamics Rapid Find allows complex searches across all your data.
• Integration with ERP and other back end systems including NAV, Great Plains, Red Knee and Amdocs so that you can tie in your call centre data with billing and product information.
• Demonstrated reduction in call handle time, first call resolution, an improvement in up-selling and retention numbers.
• Demonstrated reduction in training time while improving call consistency and customer satisfaction.