The Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying it in a single user interface. The core Customer Care business scenarios highlighted by this accelerator include the following:
Integrated desktop: 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.
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.
As with all the other Microsoft Dynamics CRM 4.0 accelerators, CCA is available as permissive shared source and is a reference example that can be adapted to fit the needs of a customer as well as additional business scenarios.