Hipath Procenter V7-0 Microsoft Crm

HiPath ProCenter CRM Ready Integration for Microsoft Dynamics CRM

Certified Integration

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 Page 2

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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 Page 4

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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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Call Handling & Microsoft Dynamics CRM Screen Pop Scenario

Microsoft Dynamics CRM

An existing customer calls to place an order

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

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

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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

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HiPath ProCenter CRM Ready Integration for Microsoft Dynamics CRM

Certified Integration