Customer Service Capability

Mobility Feature

Microsoft CRM Mobile 1.2 allows users to quickly manage account information, add and organize business contacts, schedule important meetings, and track existing sales opportunities—all while working from a Pocket PC or Pocket PC Phone Edition with Windows Mobile 2003 software.

Exhortech Business Solutions a provider of end to end business solutions for businesses of the Avaya / Microsoft CRM Solution for small and medium businesses (SMBs) across Jordan and the whole ME Region.

Microsoft CRM leverages extra features that include integration with call centers. Microsoft CRM supports Avaya IP Office call centers. This feature will increase the functionality of Microsoft CRM to allow CRM sales reps to easily distinguish the caller with the pop-up screens.

The integration between the Microsoft CRM & the Avaya IP Office will help your business build more profitable customer relationships, enhance your business efficiency and allow you to better understand your customers' needs.

The solution is the result of a joint initiative between Avaya and Microsoft Business Solutions Partner Exhortech Business Solutions for the Region. Under the agreement, Avaya will provide integrated support for Microsoft® Business Solutions Customer Relationship Management (Microsoft CRM) in the Avaya IP Office solution to create a packaged applications and hardware solution.

The solution is designed to empower SMBs to manage and improve their customer contact functions, with new productivity tools that contribute directly to their bottom line. It is specifically tailored to the needs of SMBs which demand a full customer service experience. The integration offer includes:

Traditionally, CRM refers to formal call centers used by enterprises that rely heavily on telephone transactions to conduct business. This solution couples telephony data with CRM data, enabling a new set of applications to manage the entire customer experience. Customer-centric businesses across the ME Area have been eagerly awaiting this technology, which, until now, has only been built for larger enterprises willing and able to invest hundreds of thousands of dollars.

"Microsoft Business Solutions CRM, like Avaya IP Office, is built specifically for the small and medium business market, enabling those enterprises to provide higher levels of customer service at a lower total cost of ownership," said Mark Wood, Sales Director, Small and Medium Business Solutions Group, Avaya, Asia Pacific & Japan.

Through the integration with Avaya IP Office, customer and historical sales information in Microsoft CRM can be linked directly to incoming and outgoing calls, making it easier to personalise service, and bring customer information to the fingertips of call handlers and sales personnel.

"Microsoft Business Solutions' vision is to create applications that will enable them to better manage their sales and service activities and enable key decision makers to be more effective," said Ross Dembecki, lead product manager, Microsoft Business Solutions Australasia. "This partnership and collaboration with Avaya to integrate Microsoft CRM with Avaya IP Office will build on that vision to create great value for our customers."

"Our aim is to give a voice to Microsoft CRM," said Jean Mauck, Global Vice President, Business Development, Small and Medium Business Solutions Group, Avaya. "The solution is built around a new Avaya IP Office function featuring integrated Microsoft® CRM support, thus providing an automated way to capture and access customer information. This solution has been available since early 2003 in the US and the UK ."

Avaya is a global market leader in contact centre solutions, with more than 20,000 customer care centre customers and 500 multi-channel contact centre customers worldwide, and this is the reason Exhortech Business Solutions has chosen Avaya and Microsoft both as Partner on this matter to provide the ultimate solution for our customers to deal with their clients for Customer Relationship Management.