Create Call center

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  Hi Zomahoun,

  You have two options:

  1. Go for some pre-built solution available in the market if it meets your need. You need to buy it of course unless you find some free ones.

  2. Develop a custom solution. You could possibly utilize the Phone Call and Case Entity in CRM for capturing phone calls and incidents reported by customers over calls. Additionally, for the solution in Dynamics CRM to be fully functional, you might need to go for CTI integration or integration with Skype (whichever suits your case). The call centre module required gathering what your requirements are and then going forward with the development.

  • Proposed as answer by HIMBAPModerator Thursday, February 27, 2014 4:58 AM

  Wednesday, February 26, 2014 2:38 PM
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  You can refer to the following articles to get the basic idea.

  Call Centre Optimised CRM–An Example Solution

  Dynamics CRM in the Contact Center

  - Keeping Multiple Source System Data in Sync

  - Maintaining Data Quality

  - How to leverage Multiple Source Systems through CRM

  • Proposed as answer by HIMBAPModerator Thursday, February 27, 2014 4:58 AM

  Wednesday, February 26, 2014 3:36 PM