Customers running the latest iteration of Microsoft Dynamics CRM 2011 can also head over to the Microsoft Dynamics Marketplace and grab Customer Care Accelerator free of charge.
Developed by Microsoft Dynamics Labs, Customer Care Accelerator
is designed to enable IT professionals and system integrators to centralize customer relationship management from disparate line of business applications and put together unified desktops.
Essentially, the CRM information is integrated into a single user interface providing comprehensive contact center functionality.
According to the software giant, a range of resources have been packed into the installation package of the Dynamics CRM 2011 Customer Care Accelerator, including the source code and binaries as well as additional customizations and the documentation necessary to make it as easy as possible for customers to leverage the tool.
One of the scenarios made possible by the new Customer Care Accelerator involves integrated desktops.
“Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty,” reads an excerpt of the tool’s description.
Dynamics CRM 2011 RTM downloads became available for customers interested in evaluating the solution in the first half of February 2011.
In fact, the trial release of Dynamics CRM 2011 continues to be up for grabs (link below.)
Here are some additional scenarios that the Customer Care Accelerator streamlines:
“- Eliminating Duplicate Data Entry: Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps to reduce human error and ensures a consistent customer service experience.
- Computer Telephony Integration (CTI): Organizations are provided with a consistent framework to connect CTI systems with key line of business applications.
- Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks.”
Dynamics CRM Server 2011 RTM is available for download here.