| |
| |
|
|
Software Information |
|
|
|
Microsoft CRM Conversation Gateway: VoIP - Implementation & Customization
Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article we'll show Microsoft Business Solutions CRM potential in the VoIP direction. Nowadays VOIP-based technologies and Instant Messaging Systems are getting wider and wider spread. Each work desk or each personal computer has one or another instrument of information exchange, belonging to the VOIP or instant messaging systems. Currently the mostly presented information exchange systems are: ? Skype (http://www.skype.com). Revolution system of sound compression - the tolerance to the bandwidth of the channel enabled VoIP amusement features to the general internet world-wide user with microphone and headset, Windows/Linux/Mac OS X operating systems, internet access and free registration with Skype. Plus Skype application has instant messenger between skype users. New features and services SkypeOut and SkypeIn allow you not only to call to the regular phones from your computers with very low rates, but also accept the calls on your skype phone number in the SkypeIn system. ? MSN Messenger (http://messenger.msn.com). Quite successful attempt of the Microsoft open the door to the instant messengers market. MSN Messenger gained market with the speed of light, due to the tight integration with Microsoft Windows. Every new version adds new functionalities - MSN Spaces integration, audio and video transfer etc. ? Yahoo! Messenger (http://messenger.yahoo.com). IM system of the Yahoo! portal, has standard set of features for communication, including audio and video stream transfer. ? AOL Instant Messenger (http://www.aim.com). This is one of the veterans of the IM system market. Considering the popularity of AOL as internet provider - AOL instant messenger holds substantial market share. ? ICQ - (http://www.icq.com). Yes - we do not have to give you additional comments, we are targeting this article to IT professionals who were working in the Clinton era of American internet miracle and booming. Let us just add that with the release of version 5 ICQ introduced new features of the audio and video conversation. ? VoIP & IM systems are popular not only in the home office environment, but are gaining popularity in the corporate market. One of the proves is the release of Microsoft Live Communication Server, which allows messages streams coordination and control. Natural idea - should we enable VoIP and IM conversation with automatic protocol? It is always good to have paper copy of the MSN conference, related to the project, product, in the form of MS CRM Activity. Or, from CRM interface to call your potential customer via Skype. Or accept the incoming call via SkypeIn and record the call to the CRM database to be accurate with the following negotiations. The usage is really unlimited and is currently restricted only by human conservative nature Now, let's consider the schema of MS CRM extensions to enable such a system: ? The main component is Albaspectrum Media Core for MS CRM - the module, providing media streams saving in the special database, interaction with the specializing connectors to IM/VoIP systems. Its function is also Activity creation in the Microsoft CRM system. ? The second important component is modification to these forms: Contact, Account etc. Modification is adding phones, addresses, Skype, MSN, AOL, Yahoo identifiers. Also we have to add SkypeOut phone calls service. In the future we plan PBX/PSTN support via MS Office Communicator 2005 ? Planned addition - Answering Machine module, controlling incoming calls and messages from clients and saves them in Media Database. If manager is out of his desk, system will save the message and will create Activity in personal queue - you will not miss no one customer call! Plus all the calls from non-registered clients/prospects might be associated with one or another Account, Contact, Lead, etc. Let's consider the process of the phone call/receiving or message recording: ? CRM User opens client form and reads telephone or skype ID to place the call. If she/he would like to talk to skype user - Skype application must be installed of the local machine and she/he needs to be skype online user. If she/he calls to another Skype user, then we don't have additional requirements. In the case when call is placed on PSTN number, CRM user needs to have SkypeOut active account. In both cases - when user picks up the phone or is absent - CRM activity will be created with the relevant status. If the call was accepted, automatic call recording will be switched on, activity will be created with the indication on the phone duration. For MSN, Yahoo!, ICQ audio conversations - all the mentioned above is relevant, except PSTN support (currently skype only). ? The above described process is similar for instant messenger conversations, recorded by MSN Messenger, ICQ, Yahoo! Messenger, AOL Instant Messenger. ? CRM User could appeal to Full-Text Search upon the saving to Media Database of text talks directly from the MS CRM interface. ? For the users, who are accessing CRM over the internet we envision IM system support (as http://webmessenger.msn.com) in the MS CRM forms. Good luck with integration! If you want us to do the job - give us a call 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com Andrew is Lead Software Developer in Alba Spectrum Technologies - USA nationwide Great Plains, Microsoft CRM customization company, serving clients in Chicago, Houston, Atlanta, Phoenix, New York, Los Angeles, San Francisco, San Diego, Miami, Denver, UK, Australia, Canada, Europe and having locations in multiple states and internationally ( http://www.albaspectrum.com )
MORE RESOURCES:
Software - Google News |
|
|
|
RELATED ARTICLES
Navision Attain C/ODBC Crystal Report - Customization Example Microsoft Business Solutions Navision is main ERP application for European, Brazilian markets plus it serves vertical segments of the USA market, such as light manufacturing, POS, CRM. As our experience indicates - Navision implementation requires more customization and tuning in comparison to another mid-market ERP solution from MBS: Microsoft Great Plains. Anti-Spyware Protection - Holes in the Shining Armor Looking at all the ads which promise to get rid of all spy programs, one may wonder why there is still plenty of them everywhere and the situation is by no means getting better. So let me spoil the advertisers' mood and show some of the "holes" in the majority of software products we expect to protect our data. .Net Charts and Graphs Interact with Businesses and Customers Bar charts, bar graphs, and any other chart or graph used in financial statements, inventory reports, sales reports, and a slew of other types of reports have typically been paper reports or online reports depicting various levels of complex information for tracking, investing, planning, and buying. However, until the . The Dreaded Paper Label - Should it be Used? While paper labeling CDs and DVDs may appear to be a cost effective solution for printing on your media, there are solid reasons why you should consider other options.1) Hand application of paper labels can be time consuming and frustrating. 5 Easy File Management Tips in Microsoft Word How many steps does it take you to locate and open your Word documents? Try these tricks to streamline how you find and open the files you use most often:Opening DocumentsWith a variety of choices, how do you open a file? Here are the standards plus several keyboard shortcuts:? File > Open? Open toolbar button (usually 2nd from the left on the Standard toolbar)? [Ctrl] + O? [Ctrl] + F12? [Ctrl] + [Alt] + F2Selecting More Than One FileOnce you are in the Open dialog box, select more than one file to open:? To select nonadjacent files in the Open dialog box, click one file, and then hold down [Ctrl] and click each additional file.? To select adjacent files in the Open dialog box, click the first file in the sequence, and then hold down [Shift] and click the last file. Should I Use Windows Update? Should one use Windows Update?This topic has good and valid arguments on both sides. Some would say keeping your windows up to date is essential in keeping it free of the newest, worst viruses and the like. 5 Mac Security Tips You Can't Live Without So, you've bought a new Macintosh, and now you may be wondering how to make it safer. There are several things that you can do which will protect your Mac from viruses and hackers. Microsoft Navision Integration with Microsoft RMS - Overview for IT Specialist Microsoft Business Solutions Navision serves both European and American megamarkets. It was originally written by Denmark-based Navision Software in its own proprietary language C/SIDE (Client/Server Integrated Development Environment). Getting Patched with Windows Service Pack Are you one of those people that keeps track of recalls, just in case one of your most recent purchases gets recalled? Well, some of us do, but many of us don't.For those of us who don't keep up with recalls in general, it's just as easy to be unaware of the fact that Microsoft Windows offers us this wonderful service called a Service Pack, which is essentially a recall service for Microsoft Windows. Microsoft Great Plains Payroll Module Customization Scenarios It is now common thing when large corporation selects mid-market ERP or so-called standard functionality MRP solution as its corporate accounting system. Microsoft Business Solutions Great Plains is very good candidate. Reduce TCO: The Java Database Way TCO (Total Cost Ownership) is the buzzword in today's business world. This metric helps enterprise managers assess direct and indirect costs and benefits derived from their investment on IT components and services. How To Make Good Use of Spreadsheets Most computer users use spreadsheets software such as Microsoft Excel in their daily home and office. However very few are aware of the potential of spreadsheets in helping them in financial accounting and statistical analysis. Partitioning, Formatting and Reinstalling in Windows 98 Formatting and reinstalling windows 98 is very easy if you have the right know-how.This article will discuss how to format, partition and reinstall windows 98 on your PC. Brand Your Websites URL With a Favicon Have you ever noticed that when you look at your browser favorites menu or the address bar, some entries have their own little icon beside their URL?It's called a "Favicon" (a graphic file with a .ico extension) and it's placed in the root directory of the web site. Microsoft CRM Customization - Programming Closed Email Activity Microsoft CRM is CRM answer from Microsoft and attempt to get market share from Siebel, Oracle and others traditional Client Relationship Management System vendors. Microsoft CRM uses all the spectrum of Microsoft recent technologies: . Crystal Reports for Microsoft Great Plains - Overview for Developer Microsoft Great Plains is main accounting / ERP application from Microsoft Business Solutions, targeted to the US market. It serves the whole of vertical and horizontal market: most of the industries and company sizes. Microsoft Update - 5 Reasons to Update Service Pack 2 Microsoft released Service Pack 2 (SP2) for the Windows XP operating system back in August (2004), representing significant improvements in many areas, especially system security. For those people that are still unsure whether they should update to it, the following five reasons may help make the decision easier. Professional XP Style Icons in Software and Website Development Using professional icons in your application or website can bring a modern and aesthetically pleasing appearance to your product or service. This will not only help you to attract potential customers but also give you that "edge" you need to stand out from your competitors. netstat - Linux Command to Display Networking Information In linux, one of great commands for finding out information about your network connections is "netstat". It provides you interface information, statistics, connections, and a lot of other really great information about your computer. Windows Screensavers Explained In this article you will find some background information about screensavers and their history. You will also learn how Windows screensavers differ from other programs and how you can use it to your own advantage.
|
| home | site map |
| © 2006 |
