CRM Integrator for Microsoft Outlook

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ConverTec’s CRM Integrator for Microsoft Outlook provides Unified Communications for Nortel’s Business Communications Manager (BCM) and Norstar phone systems to Microsoft Outlook.

Today’s business environment means having to juggle between multiple applications on the desktop. CRM Integrator for Microsoft Outlook integrates the two most often used tools in the office, Microsoft Outlook and your Nortel phone. This seamless link elevates Microsoft Outlook to new levels providing the user improved productivity, a user friendly experience and best of all, improved Customer Service.

Improved Customer Service

Unifying communications to a single interface improves a persons ability to perform and be more efficient in their daily activities.  CRM Integrator not only provides Nortel phone call control within Outlook, but also valuable presence information to better inform colleagues.  This is accomplished by integrating popular IM clients, Outlook calendar and the Nortel phone.  CRM Integrator conveys to the customer a sense of competency and improves the quality of customer interaction.

Integration to Outlooks active directory adds speed and efficiency never before seen in the marriage between a phone and Microsoft Outlook.  More efficient methods to search for a customer or contact using the active directory are provided making features such as Speed Dialling a favourite of many.  No more wasted time with miss dialled numbers,  just results.

Familiar Look & Feel

CRM Integrator is supplied as an Outlook plug in, meaning it appears as an Outlook toolbar, no obtrusive screens, just a familiar look and feel. Calls are displayed within the CRM Integrator toolbar along with all call control functionality.  Using a headset, a person can remain focused on their desktop and virtually never use their phone.

CRM Integrator provides best-in-class Unified Communications for Nortel's BCM / Norstar platforms and Microsoft's Outlook
Presence settings allows a user to select one or more Instant Messaging clients and Outlook calendar integration to a BCM/Norstar phone	Each user can customize which features he or she wish to use

Feature Set

Phone Integration

CRM Integrator is compatible with all Nortel Norstar and BCM phones (digital and IP phones) A person can change their status using their phone or CRM Integrator A persons status is displayed on a colleagues Nortel phone when called This feature is company wide and is independent of the number of licensed CRM Integrator users. A persons status is also displayed in other ConverTec applications such as Console.NET and CALL Navigator This "electronic white board" improves office communications and customer service

Integration with Microsoft Calendar

CRM Integrator harvests Microsoft's Outlook calendar and provides calendar subjects to be displayed on a colleagues Nortel phone when called along with other ConverTec products such as Console.NET and CALL Navigator.   Calendar events can even be integrated to Windows Live Messenger, Yahoo and Skype. CRM Integrator provides options to control how much or how little information is displayed.

Windows Live Messenger, Yahoo and Skype Integration

CRM Integrator brings true Unified Communications to Nortel's BCM and Norstar platforms.  Real-time phone activity is portrayed in Windows Live Messenger, Yahoo and Skype providing colleagues with detailed presence information. Of course, users can control how much or little information is displayed.

Unified Communication - What people are demanding

Integration doesn’t stop at the desktop. CRM Integrator is enabled by a multi-site server called ConverTec Communication Server (CCS). CCS allows multiple sites to be networked which means employees across the enterprise can experience the benefits of using CRM Integrator.

Expandability

CRM Integrator customers have the ability to easily and economically add additional ConverTec applications and build upon their original investment. The ConverTec Communication Server (CCS) platform is the engine that drives all ConverTec applications such as CALL Analyzer (web based call reporting), Console.NET (PC based Attendant Console) and CALL Navigator (Desktop Call Control).

Reliability

ConverTec Inc. realizes that software applications aren’t much good if they’re unreliable and end up being left on the shelf. For this reason ConverTec is committed to providing products that are developed with proven technology, thoroughly tested and designated as a Nortel Compatible Product. All products on the CCS platform come with ConverTec’s Assurance Plan for the first 12 months of ownership which includes; remote installation, remote training, toll free support, no cost upgrades and Remote Assistance.

ConverTec is one of the original Nortel Developer Partners and is recognized as a leading CTI developer worldwide. ConverTec has developed a close relationship with Nortel which allows for a cohesive product development strategy and intimate knowledge of their proprietary integration methodologies. ConverTec is also a Microsoft Developer Partner which is a key ingredient ensuring the latest development tools are utilized to deliver state of the art communication applications to the market place.

CRM Integrator  | CALL Navigator | Console.NET | CALL Analyzer | Customization | Developer Integration Toolkit