© 2008 CRM User Group. 29 th October 2008 Volt Delta International

Ref: Issue: 1.0A © Volt Delta International Overview of Final Solution  Web Client Contact Centre Configuration  Dynamics V4  Volt Delta Oasis Telephony  Live Search  Virtual Earth  SMS  Click to Connect  Virtual Calls

Ref: Issue: 1.0A © Volt Delta International  Generic CRM Screen Remains  Key CTI Functions in Customisable CTI “Ribbon”  Standard Contact Centre Agent Functions Supported i.e. Go Ready/Not Ready, Reject & Transfer. OASIS Dynamics CRM – Idle State

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Idle State

Ref: Issue: 1.0A © Volt Delta International  Call Presented and no Account Found.  CTI Fast Links allow easy account creation.  Account Music Store is created.  Account Form can be opened in CRM to Add more attributes (e.g. Web Address) can then be added using dedicated CRM window.  Call History and Notes automatically created in CRM. OASIS Dynamics CRM - New Account

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM –

Ref: Issue: 1.0A © Volt Delta International  Call Presented and Music Store Account Found.  Music Store would like to change order  Account related information popped via:  Dedicated Window for CRM Account Data  Mapping/Virtual Earth Windows  Web Address automatically made available in Window  Live Search Peformed to Find details  Operator Enters Change Order Request and Saves  Phone call objects with Notes automatically created in CRM for follow up OASIS Dynamics CRM - Existing Account

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Ringing

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Answered

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Auto Live Search

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Auto Location

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Auto Location

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Review Last Call

Ref: Issue: 1.0A © Volt Delta International  Later on in processing, agent needs to query the order change request (e.g. Confirm).  Agent uses Account information screen with dedicated Click To Connect Button  Agent is prompted with Choice of Numbers  Can then Invoke Click To Connect and contact customer  Confirmation can be logged in CRM.  Call History and Notes are automatically updated. OASIS Dynamics CRM – Click To Connect

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Click To Connect

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Click To Connect

Ref: Issue: 1.0A © Volt Delta International  Offline agent/administrators can enter sales leads into CRM for distribution to Agents, who then make calls.  Tasks are blended with inbound calls via OASIS CDS ACD.  In this case, various leads are entered for later follow up calls by agents  When call is presented to agent, full context is popped and when accepted, the call is automatically established.  ACD Queue Blending also used for distribution of:  SMS  OASIS Dynamics CRM – Task Distribution

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Follow Up Leads

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Follow Up Leads

Ref: Issue: 1.0A © Volt Delta International OASIS Dynamics CRM – Call Established

Ref: Issue: 1.0A © Volt Delta International Contact us: Volt Delta International   Web: Volt Delta International Ltd Dolphin House Windmill Road Sunbury-on-Thames TW16 7HT, UK Tel: +44 (0) Fax:+44 (0) Volt Delta International B.V. Olof Palmestraat LS Delft The Netherlands Tel: +31 (0) Fax:+31 (0) Volt Delta International GmbH Munich City Tower Landsberger Strasse München Germany Tel: Fax: