The Collaborative Contact Center illustrates our vision for the "Call Center of the Future" and shows how Microsoft Dynamics can be combined with other Microsoft technologies to deliver RoleTailored productivity improvements for unified communications and collaboration among information workers.
In the demo, we showcase two capabilities—powered by our extensible Voice over Internet Protocol (VoIP) foundation—that you can implement by customizing Microsoft Dynamics, Microsoft Office Communications Server 2007 R2, and Microsoft Office Communicator 2007 R2:
Agent Communications Panel, a unified communications addition to Microsoft Dynamics CRM, that recognizes the source of incoming phone calls and displays detailed customer information.
Context Pane for Microsoft Dynamics AX that extends Office Communicator 2007 R2 by using it to display Microsoft Dynamics information based on the caller.
In the past, expensive computer telephone integration (CTI) servers powered the integration between telephony and software. Our approach allows telephony and software to be combined into an embedded user experience inside the tools people use every day.
Microsoft’s unified communications technology can help you improve productivity through integrating communications and collaboration capabilities—like messaging, voice, video and application sharing—with business management solutions. By combining Microsoft Dynamics with unified communications products, such as Microsoft Office Communications Server 2007 R2, we can help you provide better customer service, collaborate more easily with your colleagues, and have quicker access to the business information you need.
New unified communications capabilities for Microsoft Dynamics AX
With the release of Microsoft Dynamics AX 2009, it is possible to embed presence information provided by Microsoft Office Communications Server 2007 R2 within the Microsoft Dynamics AX client application. This makes it easy to:
View enhanced presence for a person (availability combined with contact and calendaring information).
Initiate communications, with a user experience familiar to most information workers. For example, when reviewing a sales order, it is possible to send the recipient of that sales order an email, or send an instant message-based alert to them, or initiate an outbound phone call that uses speech technology to deliver the message.
Benefits of combining Microsoft Dynamics AX and Microsoft Office Communication Server 2007
Fuels business productivity. Contact fellow employees, partners, and customers, quickly and easily, without leaving the context of the Microsoft Dynamics AX screen. If the person you're contacting is also using Microsoft unified communications, data about the conversation can be transmitted, creating a rich contextual user experience.
Fits with your systems. Customers are able to maximize their investments in Microsoft technologies, and to make use of that investment inside their business management solutions.
Familiar to your people. As with other Microsoft Office products, Office Communicator 2007 R2 is designed to be familiar and easy to use. The software-based unified communications approach puts the presence information right next to a person's name and displays their full name and availability. This uniform user experience lowers the learning curve and helps enhance productivity.
The following software is required to implement the Collaborative Contact Center solution:
Microsoft Dynamics AX 2009
Microsoft Office Communications Server 2007 R2
Microsoft Office Communicator 2007 R2