1. © 2008 CRM User Group. 29 th October 2008 Volt Delta International

2. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 2 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

3. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 3  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

4. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 4 OASIS Dynamics CRM – Idle State

5. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 5  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

6. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 6 OASIS Dynamics CRM –

7. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 7  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

8. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 8 OASIS Dynamics CRM – Ringing

9. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 9 OASIS Dynamics CRM – Answered

10. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 10 OASIS Dynamics CRM – Auto Live Search

11. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 11 OASIS Dynamics CRM – Auto Location

12. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 12 OASIS Dynamics CRM – Auto Location

13. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 13 OASIS Dynamics CRM – Review Last Call

14. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 14  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

15. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 15 OASIS Dynamics CRM – Click To Connect

16. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 16 OASIS Dynamics CRM – Click To Connect

17. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 17  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  Email OASIS Dynamics CRM – Task Distribution

18. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 18 OASIS Dynamics CRM – Follow Up Leads

19. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 19 OASIS Dynamics CRM – Follow Up Leads

20. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 20 OASIS Dynamics CRM – Call Established

21. Ref: 12345 Issue: 1.0A © Volt Delta International 2008 21 Contact us: Volt Delta International  Email: info@voltdelta.netinfo@voltdelta.net  Web: www.voltdelta.netwww.voltdelta.net Volt Delta International Ltd Dolphin House Windmill Road Sunbury-on-Thames TW16 7HT, UK Tel: +44 (0)1932 755 555 Fax:+44 (0)1932 755 500 Volt Delta International B.V. Olof Palmestraat 24 2616LS Delft The Netherlands Tel: +31 (0) 15 215 0915 Fax:+31 (0) 15 213 0226 Volt Delta International GmbH Munich City Tower Landsberger Strasse 110 80339 München Germany Tel: +49 89 45 56 60 Fax: +49 89 45 56 61 13