Overview

b+s Connects for Microsoft Dynamics is a pre-packaged integration of Dynamics CRM and Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX), or Cisco Packaged Contact Center Enterprise (PCCE).

The integration creates a centralized interface that manages the real-time flow of interactions between the Dynamics user interface and Cisco CCE/CCX. CCE/CCX utilizes b+s Connects for Microsoft Dynamics to route phone calls to the most skilled agents who can elect to accept and manage these interactions through the Dynamics GUI.

b+s Connects for Microsoft Dynamics is the umbrella term for the Dynamics and CCE/CCX integration solution. It consists of the following components:

• b+s Connects for Cisco Contact Center Package
  The b+s Connects for Cisco Contact Center Package is a Dynamics CRM solution installed on a Dynamics organization.

• b+s Connects Gadget
  The b+s Connects Gadget is the web application in Dynamics that the agent uses to interact with CCE services.

Deployment

The b+s Connects for Microsoft Dynamics gadget is hosted within Dynamics.