I recently found out about this cool demo on our Government Industry Vertical site. It’s a citizen relationship management portal using CRM as the backbone of the solution.
It is a great example of the power of the CRM platform as a mechanism to transform relationships between organizations and individuals.
It is a nice demo but there are some huge gaps, like how does the genesys system know who is calling? The information passed to the agent already contained the name of the person, I understand how it can capture the phone number and even the SSN if entered but nowhere does it come close to explaining how either the web request or phone request actually created the contact record. Which are mighty big gaps, since this is when my users often get bogged down within their use of CRM.
Interesting comment: we recently heard from some other customers about the challenges of simply initiating an interaction (primarily support interactions) with a person. Unfortunately we didn't have time to get deep into the conversation. We'd be interested in hearing more about where your users are getting bogged down.
I'm not an expert on Genesys - but I believe they use normal caller ID on the inbound call. They then look up that phone number in CRM and match it to a contact record. They then create a phone call activity (which has it's regarding attribute set to the correct contact). Their app then opens the new phone call activity (as CRM objects have a known URL) for the agent to whom the call is routed to (via Genesys routing logic).
We have a prospect where We would be interested to use this solution. This matches almost 90% of their requirement.
Please do contact me at firstname.lastname@example.org
A really nice and impressive presentation of the power of Microsoft Dynamics CRM Plateform.
Barry, we have a unique business model that is B to B but has a huge "C" element. So while our main accounts and even our main contacts at each account are loaded into CRM from SAP, we have over 15,000 accounts that have pulled in upwards of 200,000 contact records but the "c" element are individuals from those 15K accounts that are not in SAP and have not pulled into CRM from other sources (it would total over 4 million potential records per year) so we have to create these "c" records and do so at the rate of 250-500 a day and this is where CRM can become a bit clunky. So if you get a call from a user that is not in the system and you need to create them as a contact, then create a record of the phone call and then finally link all of that to a new service case, it gets a bit long with a number of steps and pop up windows that can not be pushed to the back so you can see data on other screens.
I love the concept of what you have shown but real life is not a simulation and so unless the example has imported the entire phone book for the Seattle area as potential contacts, ignoring the contact creation phase is painting a very rosey picture but not an entirely accurate one.
We purchased the G-plus adaptor from Genesys but have not fully implemented it because of other issues. So I do not know how it will work in the end with their tool but in the example given, you would have to capture the original information for that caller somewhere and the demo while very good did not really explain that portion of the interaction.
It still is a great demo but, skipping an this step either in actual creation or explanation is something that should be addressed.
Our company had same problem a year ago (we are nationwide ITSP in Ukraine) and we programmed addon to MS CRM 3.0 In moment then our softswitch see Callers ID it starts hidden activity in CRM and search in CRM database who is it. So when the phone call comes to operator, he (or she) will see the window of phone call activity with some data about identifyed customer. If the caller is unknown - operator have possibility to create a new quick contact and convert it to case (2 customised buttons) And when operator transfers this call to service manager he also transfers activity of this phone call at the same time with all data.
I can show it for you if you visit our booth @ Microsoft partners conference.
Dr. valeriy Indyk
I recently found out about this cool demo on our Government Industry Vertical site. It’s a citizen relationship management portal using CRM as the backbone of the solution. http://www.microsoft.com/industry/government/crmccdemo.html It is a great exampl