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Customer Care Accelerator for Dynamics CRM

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Big news last week was that the release date for the Customer Care Accelerator (CCA) has been announced, along with news of the latest Gartner Magic Quadrant on Contact Centres.

Quick summary below, for the full story see https://www.microsoft.com/Presspass/press/2010/apr10/04-15CRMMQPR.mspx?rss_fdn=Press+Releases.

The new accelerator helps customer care and contact center organizations provide a consistent customer service experience by combining data elements from disparate applications such as mainframes, databases or Web sites for display in a single user interface. The quick ease of access to information helps agents provide efficient service, which in turn helps improve overall customer satisfaction; and, as a corollary benefit can help to preserve or increase profit margins. The core business scenarios supported by the Customer Care Accelerator include the following:

Integrated desktop enables the aggregation of information from diverse business applications into an integrated agent desktop, providing users with a 360-degree view of customer interactions. Customer service representatives have fast access to business-critical information to serve customers quickly and efficiently, which helps increase satisfaction and loyalty.

Desktop automation workflows minimize human error and streamline business processes, eliminating the need for contact center agents to re-enter the same data in multiple applications and helping to ensure a consistent customer service experience.

Computer telephony integration (CTI) is simplified for supplying caller screen pop-up information to agents. CTI makes it possible for the telephony system to connect to the CRM business application and give agents detailed customer information to help them better serve their customer.

Activity reporting gives contact center managers the ability to quickly access agent desktop transaction reporting, identify process bottlenecks, streamline processes and automate routine tasks to improve overall call center efficiencies.

CCA will be released on www.codeplex.com/crmaccelerators on or before April 30. I’ve just finished two odd days of training on CCA and I’m pretty excited by its potential.