Webex Contact Center for Microsoft Dynamics

The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. Cisco’s open platform and architecture enables customers to leverage their technology investments, and seamlessly manage, consolidate, and connect their contact center to the business applications they use every day.

Connector Features:

• Free and included with your Webex Contact Center license. No need to deal with long timeframes, cost and complexity associated with custom integrations
• Pre-built connectors are plug-and-play, easy to configure and install
• Out-of-the-box Webex Contact Center + CRM activity report via Microsoft Dynamics reporting interface
• Manage customer calls (inbound and click-to-dial outbound) from within an integrated agent desktop on the Microsoft Dynamics console
• Automatic customer record screen pop allows agent to preview matching end user record details before accepting a call, reducing customer wait time
• Agent screen pop
• Automatically creates customer call activity logs with customizable call wrap-up codes
• Allows for on-demand recording

Webex Contact Center Features:

• Unified, omnichannel contact center solution deployed and managed from the cloud
• 360-degree customer journey analytics
• Advanced intelligent routing and queuing
• Expert-agent collaboration and communications
• Advanced Integrated Voice Response (IVR) capabilities
• Call recording
• Standard and customizable reporting
• Outbound campaigns

Benefits:

• Agents have contact center functionality embedded within the Microsoft Dynamics experience. No need to flip between apps. Improves first contact resolution
• Deliver more proactive and personalized care and improve your customer’s experience
• Unified reporting is available for contact center interaction with Microsoft Dynamics interaction; no need to consolidate the data, which improves supervisor productivity. For more details, visit our website