Call-Center vendors target Microsoft CRM
crn.com | at | by Mike
Siemens Information and Communication Networks Monday will become the latest call center vendor to announce tight integration with the Microsoft CRM application. Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans.
Those features include automated screen pops that trigger customer records when an incoming call arrives and brings them into view, a routing mechanism that uses customer information to route calls to specific service representatives, and conferencing functionality that lets call center representatives determine whether a colleague is available and enables them to add them to a customer service call.