Alba Spectrum Technologies
Microsoft CRM is winning
market share step-by-step from such the traditional CRM providers as Siebel,
Saleslogix. In this article well show Microsoft Business Solutions CRM
potential in the VoIP direction.
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.
presented information exchange
- 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
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
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, lets 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,
Lets 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 dont 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
Boris is Lead Software
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 (