The Smart@xs Communications Suite provides complete contact center integration for Microsoft Dynamics CRM 4.0. This suite is an optional module, fully integrated in the Smart@xs Navigator^©.

The main characteristics of the contact center integration are:

• CTI. Initiating and receiving telephone calls linked to real-time display of customer data.
• Forwarding a call, together with the associated screen of relevant information, to a colleague.
• Starting a conference call with one or more colleagues.
• Recording conversations using a .WAV file in the CRM application for training or other purposes.
• Registering the call-back time, with automatic activation of the call.
• Creating reports with a treasure of information about calls received and made per staff member, department, time period and much more.
• Intelligent filtering of non-productive calls (busy lines, wrong numbers, fax lines, etc.) to significantly increase productivity.
• Effective segmentation options for preparing very specific outbound actions.