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Hostcomm hosted dialler integration with Microsoft Dynamics CRM

Hostcomm hosted dialler integration with Microsoft Dynamics is one the most popular CRM applications in the world. Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer 7 or later web browser or by a thick client plug-in to Microsoft Outlook.

Hostcomm’s hosted predictive dialler has a very well developed application programming interface (API) based on open standard methods. This API enables Hostcomm to deliver special integration features that transform the Dynamics CRM service, opening up possibilities for business process automation that will increase sales and reduce cost within your business. Some of the features available are as follows:

Hostcomm hosted dialler Microsoft Dynamics CRM integration features 

 - Control dialler functions (eg dial, end call, disposition, record) from custom buttons on CRM interface.

- Update CRM records based on Dialler updates.

- Send SMS messages from CRM triggered by hosted dialler entries.

- Trigger workflow automation based on dialler disposition (eg send quote and follow up in 3 days).

- SMS a lead to a sales rep including all contact information in one mouse click. - Screen pop the CRM client record on call connect.

- Automatically load a call list from the CRM database for daily calling from the dialler.

- Click to dial from within the CRM interface through the dialler.

- Start / stop call recording using custom buttons on user interface.

- Load raw data onto dialler and push selected leads into the CRM database.

- Load lead into dialler from web form and CRM database for auto-callback.

- Automate call-backs.

Workflow automation

Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step in a business process. A workflow approach to analyzing and managing a business process can implemented through a CRM workflow 'engine' which uses an application programming interface (API) to integrate several systems.The engine is able to automate several processes ensuring that the desired outcome is always the same and is very cost effective due to the elimination of human time.

The automated workflow ensures that the client receives a consistently good level of service throughout the 'lead to cash' process. It also ensures that the agent can focus on sales with minimum administration. Many companies purchase data or leads in bulk and then call it with a predictive dialler or hosted dialler service. The automated workflow is driven by the dialler which keeps the raw data separate from the main CRM system to prevent the CRM database becoming cluttered and thus less effective. Only qualified leads are loaded onto the CRM system and acted on.

The process of finding leads is again automated through a series of processes on the dialler such as predictive dialling, automatic call-backs, disposition actions, scheduled call-backs and automated call logging and recording.

In summary the main benefits of the integrated Microsoft Dynamics / Hostcomm hosted dialler integration are as follows:

The benefits of an integrated hosted dialler and Microsoft Dynamics CRM service

- Increase sales by 300% by automating the calling process.

- Provide the same level of service consistently.

- Reduce the cost of sales through reduced admin staff numbers.

- Reduce the operational cost of providing the service.

- Ensure compliance with any regulatory bodies.

- Facilitate growth without stretching resources.


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