Cisco teams up with Microsoft on CRM

Cisco has teamed up with Microsoft in an alliance that will see the pair push the latter’s Dynamics CRM 3.0 customer relationship management product on the former’s Unified Communications software for IP-based environments.

Aimed at UK small and medium-sized companies or branch offices, the effort will link Microsoft’s software to Cisco’s Unified CallManager infrastructure via the free CRM Communications Connector computer-telephony integration software to offer basic services such as in-bound screen pop-ups with caller details, caller service history and click-to-dial capabilities. The service will also offer integration with Cisco’s 7960 and 7970 IP screen-phones.

“We’re aiming this at companies rather than call-centres and we think the sweet spot is companies with about 50 users,” said Steve Frost, Cisco Unified Communications marketing manager.

“You’re seeing the fruits of IP telephony and computing coming together. This is a lot more effective than a clunky PBX gateway approach.”