ShoreTel® Microsoft Dynamics CRM Integration

The ShoreTel® Microsoft Dynamics CRM Integration application brings a new level of customizable, highly personal communication to customer interactions, combining voice capabilities with immediate access to comprehensive customer data. With it, Microsoft Dynamics™CRM users can have a better understanding of customers’ needs each time they talk – enhancing caller satisfaction and agent productivity while reducing call response times and durations.

Tight integration with Microsoft Dynamics CRM

The ShoreTel Microsoft Dynamics CRM Integration application provides telephone number indexed lookups into the Microsoft Dynamics CRM data store and automatic or user-driven navigation to, and creation of, related CRM records.

As a result, the ShoreTel Integration application allows users to access complete customer information as an inbound or outbound call begins. Based on phone number search results, it can provide screen pop notification, allowing CRM users to navigate to, or create, associated records with a mouse click.

Support for custom entities

To address the wide range of needs of Microsoft Dynamics CRM users, ShoreTel provides comprehensive out-of-the-box functionality and enables a high level of configurability. The latter allows organizations to extensively customize search settings to allow lookup of both standard and custom CRM entities and attributes. Furthermore, user settings give each user control over exactly how the integration software responds to calls and lookup results.

All together, these ShoreTel capabilities automate routine tasks and increase user productivity, leading to more effective interactions that improve customer satisfaction and loyalty.

A rich user interface instantly conveys information

The ShoreTel Integration application uses a screen pop notification that allows users to preview found entities before choosing to open a corresponding CRM record. An optional main window may be used to view and perform actions for active calls and associated CRM entities.

Embedded call control allows users to focus on the customer

ShoreTel’s streamlined application interface reduces manual tasks, boosting user productivity and contact quality. For example, with a single mouse click a user can concurrently answer a ringing call and open an associated CRM form, thus bypassing the need to separately operate a telephone handset or speaker button. In addition, the ShoreTel Web Dialer application provides fully integrated click-to-call capabilities.*

Special call activity handling capabilities

ShoreTel enables the automatic and manual creation of records tied to CRM entity look-ups, allowing corporate data to be consolidated for better reporting and decision making.

Seamless integration with existing processes

The ShoreTel Integration application is easy to install and intuitive to use, ensuring a smooth transition into daily business operations. Once installed, the integration is seamless, allowing your company to realize the benefits of integrated IP telephony without changing established procedures, roles or workflows.

Benefits:

Seamlessly integrates customer data from Microsoft Dynamics CRM with the ShoreTel unified communications system

• Can be extensively customized or provide core functionality out-of-the-box
• Automatically links calls to existing CRM records to enhance productivity, shorten response times and improve interactions
• Facilitates CRM record creation for first-time callers

*) For outbound click-to call support from CRM Web forms, customers are advised to install the ShoreTel Web Dialer.