inContact, Inc., a provider of on-demand contact center software and agent optimization tools, has announced the integration of its contact center platform, inContact, with Microsoft Dynamics CRM in a bid to improve both the agent and customer experience.

 

The inContact platform is a set of on-demand contact handling applications that are designed to enhance the customer contact experience, improve agent performance and increase profitability. The platform offers several benefits of a Software-as-a-Service (SaaS (News - Alert)) system.

 

Customer Dynamics provides business process consulting, data and system integration, custom development, project management, report writing, training, and CRM installations and implementation services. As a Microsoft (News - Alert) partner, it’s prime focus is on selling, supporting, and developing solutions for Microsoft Dynamics CRM.

 

With this current announcement, the inContact call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR) and outbound systems will now integrate in multiple ways with Microsoft Dynamics CRM, starting with a single sign-on into both systems and the ability to automatically provide information to the agent about the caller.

 

"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," said Paul Jarman, chief executive officer at inContact.

 

In addition, the integration of inContact for Microsoft Dynamics CRM will deliver call controls integrated directly into Dynamics CRM, screen pops based on caller ID, 1-800 numbers, caller inputs, smart dialing functionality and a single view of the combined features of inContact and Microsoft CRM. Agents also automatically recieve after-call work screens, increasing efficiency.

 

"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.

 

Redmond expressed his belief that the inContact SaaS model will allow a Microsoft CRM user to implement inContact rapidly and without capital expense.

 

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