We discuss the technologies that give the Digital Call Center Platform its punch, as well as the first of its five key capabilities: Omnichannel Engagement.
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It was announced at YamJam'12 and made clear in the Microsoft Dynamics CRM Statement of Direction that CRM will have a much deeper integration with Yammer. This is really exciting news on many fronts. But it's most important to realize that most organizations will likely replace the current Activity Feeds capability with the expanding Yammer integration with Microsoft Dynamics CRM.
At PowerObjects, we've been using Yammer since 2011. Let us tell you a few reasons why we're so thrilled about the changes to come.
Yammer attaches Microsoft Dynamics CRM supported processes to business conversations.
At Yam Jam '12, Yammer announced the new Pages capability, which will allow for a Page to be created on any topic in Yammer (currently pages can be created only within Groups). Therefore the integration between Yammer and Microsoft Dynamics CRM will be able to create a page in Yammer when a record is created in CRM—whether it's an Opportunity, a Case, a Project, or something that is unique to your organization, you will be able to discuss it in Yammer. Conversations about that topic then have the possibility of occurring with people from all parts of the organization.
Featured below is a screenshot from this great video on how all your business apps will work together for one social experience showing a customer service case created in another system and shown in the Yammer feed.
Yammer brings business conversations into Microsoft Dynamics CRM supported processes.
Sending information from Microsoft Dynamics CRM to Yammer isn't just about notification—like, "there is a new opportunity". It's about an invitation to connect—do you know about this opportunity, case, event, or project? Do you have something to contribute to it? Do you have questions on it? Are there issues with it to discussion? You're invited to comment. Many organizations are finding this streamlines so many processes by allowing others to engage in unstructured conversation.
And this gathered information then becomes a part of the structured and defined process when it is viewed in CRM within the CRM record. Even non-CRM users may comment on conversations Yammer, and that information will be viewable on the related CRM record.
Featured below is a screenshot from the Statement of Direction showing the new process driven UI and how the Yammer conversation is embedded into the user experience.
The screenshots below also from the Statement of Direction feature the difference between a standard automated feed about and a people-focused feed.
Yammer is a business application focused on the connecting and collaborating across teams and layers of an organization. Case study after case study shows how Yammer improves productivity and promotes company growth, saving time to resolve customer issues and bringing key people together to make decisions more quickly. By using Yammer integrated with Microsoft Dynamics CRM, organizations are bringing the power of structured processes into the power teamwork and collaboration.
Stay tuned in to the PowerObjects blog to gain more insights into the integration with Microsoft CRM and Yammer.