Hallo Microsoft Dynamics Team,
die neuen Accelerators für Customer Care und Customer Portal sind auf Codeplex verfügbar !!! :)
Customer Care Accelerator
The Customer Care Accelerator focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying it in a single user interface. The core Customer Care business scenarios highlighted by this accelerator include the following:
- Integrated desktop: Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
- Duplicate Data Entry. Organizations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps to reduce human error and ensures a consistent customer service experience.
- Computer Telephony Integration (CTI): Organizations are provided with a consistent framework to connect CTI systems with key lines of business.
- Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks. This capability is currently addressed by ICC Accelerator AIF component.
Similar to the other Microsoft Dynamics CRM 4.0 accelerators, CCA is available as permissive shared source and is a reference example that can be adapted to fit the needs of a customer as well as additional business scenarios.
The Customer Care Accelerator for Microsoft Dynamics CRM 4.0 is available today as a free download to licensed Microsoft Dynamics CRM customers. It is available with other Microsoft Dynamics CRM Accelerators here: http://www.codeplex.com/crmaccelerators
Customer Portal Accelerator
The Customer Portal accelerator for Microsoft Dynamics CRM provides businesses the ability to deliver portal capabilities to their customers while tracking and managing these interactions in Microsoft Dynamics CRM.
This accelerator combines all the functionality previously released in the individual eService, Event Management and Portal Integration Accelerators. Customers can turn on or off this functionality depending on their specific requirements.
Customers can also choose whether they wish to deploy their portal on their own web servers or in the cloud with Windows Azure.
The Customer Portal Accelerator for Microsoft Dynamics CRM will work with all deployment models for Microsoft Dynamics CRM including on-premise, Microsoft Dynamics CRM Online and partner-hosted.
The Customer portal Accelerator for Microsoft Dynamics CRM introduces new Content Management capabilities in addition to all the functionality of eService, Event Management and Portal Integration.
Customers can still choose to install and configure the previous versions of the portal accelerators individually but you are strongly urged to install this new portal framework for your portal requirements.
The Customer Care Accelerator for Microsoft Dynamics CRM 4.0 is available today as a free download to licensed Microsoft Dynamics CRM customers. It is available with other Microsoft Dynamics CRM Accelerators here: http://www.codeplex.com/crmaccelerators