Integrating Cisco contact center and microsoft dynamics CRM

Gregor Šemrl (2010) Integrating Cisco contact center and microsoft dynamics CRM. EngD thesis.

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Abstract

This diploma thesis discusses integration of two information technology systems, customer relationship management system (CRM) and contact center system. The first part of this thesis covers basic concepts of customer relationship management systems (CRM) with focus on Microsoft Dynamics CRM 4.0. The second part of this thesis discusses basic concepts of contact center solutions, more specifically Cisco Unified Contact Center Express 5.0 (CUCC). The main part of this diploma thesis focuses on systems integration of Microsoft Dynamics CRM 4.0 and Cisco Unified Contact Center. Discussion covers integration requirements, technical possibilities, limitations and the integration itself. Before implementing the integration itself, functional specifications for the integration had to be identified from documentation and pilot service had to be made in order to verify the requirements and use cases. Then, integration has been implemented with web services technology, where Microsoft Dynamics CRM acted as one of the possible web service clients, whereas the web service itself connects to CUCC via database and web-based interfaces. This kind of approach encourages reusability of the web service itself and does not limit usage only to Microsoft Dynamics. Furthermore, a few use case scenarious and behaviour of the solution in production environment are discussed, including problems encountered in the production environment. At the end of the thesis, the integration (approach) is critically evaluated, which not only includes positive and negative aspects of the approach taken, but also possibilities and improvements that will have to be taken into account for further development of web service and the solution itself.

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