Microsoft – Avaya Innovations 2 User Manual
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Microsoft
Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and
solutions that help people and businesses realize their full potential.
Our Business
Microsoft is motivated and inspired every day by how customers use its software to find creative
solutions to business problems, develop breakthrough ideas, and stay connected to what’s most
important to them.
Microsoft’s three core business divisions offer the greatest potential to serve customers: the Platform
Products and Services Division that includes the Client Group, the Server & Tools Group, and the
Online Services Group; the Business Division that includes the Information Worker Group, the Microsoft
Business Solutions Group, and the Unified Communications Group; and the Entertainment and Devices
Division that includes Home & Entertainment and Mobile & Embedded Devices. Microsoft is committed
long term to the mission of helping customers realize their full potential. Just as the company
constantly updates and improves its products, it wants to continually evolve the company to be in the
best position to accelerate new technologies as they emerge and to better serve its customers.
For more information, visit www.microsoft.com or contact
Liz Ngo
425-722-4086
Offers
Avaya provides a range of solutions that interoperate
with the Microsoft platform across all market
segments:
Small and Medium Business Solution
Microsoft Dynamics CRM with Avaya IP Office
Solution
The Avaya IP Office Customer Management solution
integrates the call routing and contact center
capabilities of the Avaya IP Office with the database
and reporting technology of the Microsoft
®
Dynamics
™ CRM (MS-CRM) application. When a call comes
in, the Avaya IP Office sends information about the
caller to the Microsoft application, which searches
its database for any customer records linked to that
incoming phone number. The IP Office Customer
Management solution can also screen pop into Dynamics CRM based not only on Caller ID but also
on customer input data when they have called in, like a customer account number or code. The
customer records are routed along with the call and appear as a “screen pop” of information on the PC
of the person handling the call. By delivering current records along with calls, the IP Office Customer
Management solution makes it possible to efficiently access and update customer information and
support consistent service for customer transactions. In addition, the call handler or agent can
automatically create new activity records in the CRM application on receipt of the phone call. The
ability to dial out of a customer record provides “intelligent” outbound calling capabilities to the sales
and service representatives within an organization. As this solution combines Microsoft Dynamics CRM
3.0 and Avaya IP Office Compact Contact Center, it is a comprehensive contact center solution with
call routing, reporting and productivity tools.
Solutions
Call/Contact Center
▶
Mobility
▶
Member Presence
EMEA
▶
NA
▶
Avaya Contact
Elaina Herber
425-558-8544