Altitude Software Launches New Microsoft Dynamics CRM 2011 Connector for Unified Customer Interaction in Contact Centers

Altitude Software, a vendor of contact center solutions, has launched the Altitude + MS-CRM Connector for Microsoft Dynamics CRM 2011.

The integration between Microsoft Dynamics CRM 2011 and Altitude uCI (unified customer interaction) unifies customer contact history and gives companies better insight into their customer in the CRM system, as it's used by sales and contact center teams.

The Altitude1CRM Connector improves productivity in marketing and sales activities with real time customer contact workflows. Using data from Microsoft Dynamics CRM 2011, it automatically dials leads in a unified multichannel environment for contacts through voice, email, SMS or chat. That means the inside sales teams can follow up on leads immediately, so they can beat their competition, according to company officials.

The Altitude Agent Desktop enables the CRM application with a unified contact center agent interface that makes the agents' work easier, improves their response times, and increases the number of times agents can resolve customer issues on the first call, company officials said. With Altitude uCI Microsoft Dynamics customers also have access to intelligent routing for multichannel interactions, IVR functionality to improve service, and call recording for quality management, officials said.

"The out-of-the-box combination of Altitude uCI and Microsoft Dynamics CRM is a key component of Altitude's integration strategy through connectors to third-party CRM applications from leading vendors such as SAP, Microsoft, Oracle/Siebel and Salesforce," said Miguel Araujo Lopes, Vice President Marketing for Altitude Software.

Vocalocity has also recently launched and integration with Microsoft Dynamics CRM to more quickly bring caller data to customer service agents. The integration, done entirely within the Vocalocity Desktop, automatically populates stored information based upon caller ID as soon as a ...