As expected, RTM web Q4 2010, RTM on-premise Q1 2011.
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.
Find the updated Microsoft Dynamics CRM statement of direction from Microsoft here.
Presented By: Paul Scott, Regan Murphy, and Kyaw Zay Ya
Start Time: Tue 04/05/2010 05:30 p.m.
End Time: Tue 04/05/2010 07:00 p.m.
Location: Microsoft NZ, Level 5, 22 Viaduct Harbour Ave, Auckland Central
– 5.30pm Networking with food and drinks.
– 6.00pm User Group (Including Prizes and Q&A)
– 7.00pm End
Catering: Pizza and Drinks
Door Charge: Free!
1. Tips and Tricks
Things you will find useful with Microsoft Dynamics CRM 4.0.
We will present an overview of the Marketing module within Microsoft Dynamics CRM 4.0 and how it can deliver leading marketing campaigns and target your customers more effectively.
Campaign Templates, html emails and marketing lists will be demonstrated to provide all the details which will allow you to be more effective with the marketing module.
3. Marketing Add-ons
We will briefly discuss Add-ons for Microsoft Dynamics CRM 4.0 to further support your marketing needs beyond the current capabilities.
Microsoft Corp. opens Convergence 2010 today with Microsoft Business Division President Stephen Elop and Corporate Vice President of Microsoft Business Solutions Kirill Tatarinov demonstrating how the company is delivering on its vision of the Dynamic Business by providing customer-driven advancements across Microsoft Dynamics CRM and ERP applications to help organizations embrace change and seize opportunities that drive enduring business success.