PowerCTI Add-on Will Enhance Customer Service Capabilities of Microsoft Dynamics CRM
Published by: PRWEB on 03/14/2014
PowerObjects, a professional services firm 100% focused on providing service, support, education, and add-ons for Microsoft Dynamics CRM, has recently released PowerCTI. This new PowerPack add-on has a screen pop feature, which saves users from having to search through different areas of CRM when they receive a phone call.
“PowerCTI is a very useful tool for those in customer service,” says Dean Jones, CEO at PowerObjects. “The add-on eliminates the need to scramble and search for a caller’s CRM record, resulting in much faster and more efficient customer service.”
When a user receives an incoming call, PowerCTI will pop a new screen with the caller’s CRM record. If the caller’s number is related to multiple records, the application will pull all related records into a grid providing users with the option of selecting which record should be opened. If the caller is not related to any record in a user’s CRM system, PowerCTI will pull open a search screen in order to conduct a search for the caller. Users can also choose which entities to search across and what phone number fields to include in the search for an incoming phone call.
PowerCTI also has a dialer that can place outgoing calls directly from a user’s machine. Users can keep track of incoming and outgoing calls with the PowerCTI log. The add-on currently works with TAPI type 2 and 3 drivers and has been tested with Asterisk and Cisco. While the current version of PowerCTI can only support incoming calls, a future version will include a click to dial feature.
“Our team debuted PowerCTI at Microsoft Convergence 2014,” says Jones. “We were able to demo the add-on on the spot. Attendees could place a call with a phone we had at our booth to immediately see how PowerCTI would pop up a related CRM record. It generated a lot of great buzz and interest, which exemplifies a demand for it in marketplace.”
PowerCTI is one of nineteen Microsoft Dynamics CRM add-ons that PowerObjects has developed to enhance CRM functionality. Those interested can download a free 30-day trial of PowerCTI from the PowerObjects website.
“We believe this add-on will provide a lot of value to organizations that frequently interact with customers over the phone,” says Jones.