Released as part of the Microsoft Dynamics CRM Spring 2014 release, the Unified Service Desk embodies the vision shared by the two companies, of connecting brands with customers via innovative technology and channels.
To deliver multichannel cloud contact center functionality, LiveOps for Microsoft Dynamics CRM will be integrated with Microsoft Dynamics CRM Unified Service Desk. With the features and functionality offered by LiveOps for Microsoft Dynamics CRM, brands can better connect with customers across traditional and mobile voice channels, said companies’ officials.
Moreover, features such as screen pop, call control, embedded phone and chat panel, on-screen click-to-dial, integrated call recording and LiveOps’ multichannel routing are expected to enable agents to deliver personalized customer experiences and first contact resolution.
“We designed Microsoft Dynamics CRM Unified Service Desk to provide a unified experience for agents to deliver efficient and effective interactions across all channels,” said Jujhar Singh, general manager of program management at Microsoft Dynamics CRM, adding that the Unified Service Desk serves as a “powerful platform” for leading vendors and partners to showcase their customer service solutions.
Microsoft Dynamics CRM Unified Service Desk offers multichannel, social cloud contact center capabilities. In an effort to complement these capabilities, LiveOps plans to offer voice and Web chat capabilities.
It is expected that the integration of CTI (News - Alert) with Microsoft Dynamics CRM will improve the solution’s customer service capabilities as agents will get access to integrated contact center applications. Moreover, it will also benefit managers, as they can monitor and optimize inbound and outbound customer interactions to improve key metrics for customer satisfaction and agent productivity.
To the agents, the solution will offer the advantage of a complete, integrated contact center solution. Company officials said that this will allow agents to manage every customer interaction for faster and better resolution.