© 2008 crm user group. 29 th october 2008 volt delta international

© 2008

CRM User Group. 29th October 2008

Volt Delta International

Ref: 12345 Issue: 1.0A © Volt Delta International 2008 2

Overview of Final Solution

Web Client Contact Centre Configuration Dynamics V4 Volt Delta Oasis Telephony Live Search Virtual Earth SMS Click to Connect Virtual Calls


Generic CRM Screen Remains Key CTI Functions in Customisable CTI

“Ribbon” Standard Contact Centre Agent Functions

Supported i.e. Go Ready/Not Ready, Reject & Transfer.

OASIS Dynamics CRM – Idle State


OASIS Dynamics CRM – Idle State


Call Presented and no Account Found. CTI Fast Links allow easy account creation. Account Music Store is created. Account Form can be opened in CRM to Add

more attributes (e.g. Web Address) can then be added using dedicated CRM window.

Call History and Notes automatically created in CRM.

OASIS Dynamics CRM - New Account


OASIS Dynamics CRM –


Call Presented and Music Store Account Found.

Music Store would like to change order Account related information popped via:

Dedicated Window for CRM Account Data Mapping/Virtual Earth Windows Web Address automatically made available in Window Live Search Peformed to Find details

Operator Enters Change Order Request and Saves

Phone call objects with Notes automatically created in CRM for follow up

OASIS Dynamics CRM - Existing Account


OASIS Dynamics CRM – Ringing


OASIS Dynamics CRM – Answered


OASIS Dynamics CRM – Auto Live Search


OASIS Dynamics CRM – Auto Location


OASIS Dynamics CRM – Review Last Call


Later on in processing, agent needs to query the order change request (e.g. Confirm).

Agent uses Account information screen with dedicated Click To Connect Button

Agent is prompted with Choice of Numbers Can then Invoke Click To Connect and

contact customer Confirmation can be logged in CRM. Call History and Notes are automatically

updated.

OASIS Dynamics CRM – Click To Connect


Offline agent/administrators can enter sales leads into CRM for distribution to Agents, who then make calls.

Tasks are blended with inbound calls via OASIS CDS ACD.

In this case, various leads are entered for later follow up calls by agents

When call is presented to agent, full context is popped and when accepted, the call is automatically established.

ACD Queue Blending also used for distribution of: SMS Email

OASIS Dynamics CRM – Task Distribution


OASIS Dynamics CRM – Follow Up Leads


OASIS Dynamics CRM – Call Established


Contact us: Volt Delta International

Email: [email protected] Web: www.voltdelta.net

Volt Delta International Ltd

Dolphin House

Windmill Road

Sunbury-on-Thames

TW16 7HT, UK

Tel: +44 (0)1932 755 555

Fax: +44 (0)1932 755 500

Volt Delta International B.V.

Olof Palmestraat 24

2616LS Delft

The Netherlands

Tel: +31 (0) 15 215 0915

Fax: +31 (0) 15 213 0226

Volt Delta International GmbH

Munich City Tower

Landsberger Strasse 110

80339 München

Germany

Tel: +49 89 45 56 60

Fax: +49 89 45 56 61 13

© 2008 crm user group. 29 th october 2008 volt delta international

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