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Call centre Developement in MS CRM 2011.

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Dear all, I have ms crm 2001 installed and what i want is to develop a Call centre on the ms crm 2011. Is is possible to develop a full functional call centre solution on the ms crm 2011. If so, can anyone guide me or pont me some urls.. Many thanks. Regards Vinay

Tuesday, August 23, 2011 10:51 AM

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Hi vinay,

Call center means it is like customer support or tech support. You can create a knowledge base or articles and share it.

Thanks & Regards, MS CRM Consultant, V.Surya.
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 11:59 AM
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Yes it is possible.

There are built in customers, activity management etc. It is extendable, It has workflows. It has dialogs that can be used for Call scripts etc.

hope this helps.

Amreek singh Senior CRM Consultant CDC Praxa Sydney,Australia http://mscrmshop.blogspot.com/
- Proposed as answer by Amreek Singh Tuesday, August 23, 2011 11:43 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
- Edited by Amreek Singh Friday, August 26, 2011 1:05 PM
Tuesday, August 23, 2011 12:18 PM
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Hi,

Dynamics CRM is widely using as a Call Centre solution, it already containspre built in entities that that be used in Call Centre solutions, includes:

1. Customer Record

2. Phone Call Activities

3. Leads Capturing

4. Case/Inquires/Complaints Management

5. Cold Calling can be manged Quick Campaigns

6. Integration with IVR/PBX systems (including Avaya, Genesis and many others)

7. Customer Care Accelerator : http://pinpoint.microsoft.com/en-us/applications/customer-care-accelerator-for-microsoft-dynamics-crm-2011-12884914795

8. Call Scripting (http://ayazahmad.wordpress.com/2010/09/21/call-scripting-in-microsoft-crm-2011/

http://www.youtube.com/watch?v=8teB__8RG3Y)

You may also refer the following Urls:

http://www.911dispatch.com/info/microsoft_crm.pdf

http://www.slideshare.net/msitpro/microsoft-dynamics-crm-contact-center-solutions-whitepaper

Jehanzeb Javeed

http://worldofdynamics.blogspot.com
Linked-In Profile |CodePlex Profile

If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
- Proposed as answer by Jehanzeb.Javeed Tuesday, August 23, 2011 1:02 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 1:02 PM
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There are many call center solutions that have been delivered using MS CRM. With the 2011 version there have been improvements to support call center functionality such as dialogs for call scripting and improvement in queues. There is even a case study for this on Microsoft website: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000010488
Gonzalo | gonzaloruizcrm.blogspot.com
- Proposed as answer by Gonzalo Ruiz RModerator Tuesday, August 23, 2011 1:05 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 1:05 PM

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Hi vinay,

Call center means it is like customer support or tech support. You can create a knowledge base or articles and share it.

Thanks & Regards, MS CRM Consultant, V.Surya.
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 11:59 AM
1

Sign in to vote
Yes it is possible.

There are built in customers, activity management etc. It is extendable, It has workflows. It has dialogs that can be used for Call scripts etc.

hope this helps.

Amreek singh Senior CRM Consultant CDC Praxa Sydney,Australia http://mscrmshop.blogspot.com/
- Proposed as answer by Amreek Singh Tuesday, August 23, 2011 11:43 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
- Edited by Amreek Singh Friday, August 26, 2011 1:05 PM
Tuesday, August 23, 2011 12:18 PM
1

Sign in to vote
Hi,

Dynamics CRM is widely using as a Call Centre solution, it already containspre built in entities that that be used in Call Centre solutions, includes:

1. Customer Record

2. Phone Call Activities

3. Leads Capturing

4. Case/Inquires/Complaints Management

5. Cold Calling can be manged Quick Campaigns

6. Integration with IVR/PBX systems (including Avaya, Genesis and many others)

7. Customer Care Accelerator : http://pinpoint.microsoft.com/en-us/applications/customer-care-accelerator-for-microsoft-dynamics-crm-2011-12884914795

8. Call Scripting (http://ayazahmad.wordpress.com/2010/09/21/call-scripting-in-microsoft-crm-2011/

http://www.youtube.com/watch?v=8teB__8RG3Y)

You may also refer the following Urls:

http://www.911dispatch.com/info/microsoft_crm.pdf

http://www.slideshare.net/msitpro/microsoft-dynamics-crm-contact-center-solutions-whitepaper

Jehanzeb Javeed

http://worldofdynamics.blogspot.com
Linked-In Profile |CodePlex Profile

If you find this post helpful then please "Vote as Helpful" and "Mark As Answer".
- Proposed as answer by Jehanzeb.Javeed Tuesday, August 23, 2011 1:02 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 1:02 PM
1

Sign in to vote
There are many call center solutions that have been delivered using MS CRM. With the 2011 version there have been improvements to support call center functionality such as dialogs for call scripting and improvement in queues. There is even a case study for this on Microsoft website: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000010488
Gonzalo | gonzaloruizcrm.blogspot.com
- Proposed as answer by Gonzalo Ruiz RModerator Tuesday, August 23, 2011 1:05 PM
- Marked as answer by RhettClintonMVP, Moderator Friday, August 26, 2011 8:40 AM
Tuesday, August 23, 2011 1:05 PM

Moderator

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Call centre Developement in MS CRM 2011.

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