Tag Archives: accelerator

Customer Care Accelerator

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.

See here for more details.

Social Networking Accelerator Released

The Social Networking Accelerator has just been released.

The Social Networking Accelerator for Microsoft Dynamics CRM allows business professionals to monitor and analyze customers’ conversations on social networking sites, and as a result, provides real-time status updates about their products and services. This first release of the accelerator delivers integration with Twitter; other networks will be introduced in future releases.

New Accelerators Released

The Portal Integration and Partner Relationship Management accelerators have just been released.

Portal Integration
The Portal Integration Accelerator easily connects Microsoft Dynamics CRM to an organization’s Web experience. This release builds on the eService portal engine and expands to allow customers to configure and expose any CRM entity to an external facing portal.

Partner Relationship Management
The Partner Relationship Management (PRM) Accelerator allows businesses to use Microsoft Dynamics CRM to distribute sales leads and centrally manage sales opportunities across channel partners. It provides pre-built extensions to the Microsoft Dynamics CRM sales force automation functionality, including new data entities, workflow and reports. Using the PRM Accelerator, companies can jointly manage sales processes with their channel partners through a centralized Web portal, as well as extend this integration to automate additional business processes.