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Virtual Desktop Solutions, Mobile CRM App, UI for CRM, Social Dashboard for SME

VMware and Mitel Integrate Solutions for Desktop Virtualization

VMware, Inc. and Mitel have partnered to develop a virtual desktop solution that offer advanced multimedia capabilities to significantly reduce jitter and packet loss during customer interaction. Mitel’s Contact Center Solution has integrated with VMware View to create virtual desktop environment that enables contact centers to deploy and manage agents from a centralized location, such as the data center or from the cloud. Using Mitel’s virtualized Unified Communicator (UC) Advanced client software, agents from any location can access the unified desktop and communications device (soft phone or desk phone) simply by downloading the desktop to their personal computer. The virtual desktop solution also enables managers to have schedule flexibility during peak times, as well as maintain centralized control over each agent.

Microsoft Announces Microsoft Dynamics CRM Mobile App

Microsoft has announced that the Q2 2012 service update of its Microsoft Dynamics CRM will offer a cloud-based, cross-platform, native mobile client service that enable customers to access the CRM on Windows Phone 7, iPad, iPhone, Android and BlackBerry mobile devices. The service update also includes new enterprise-class features, multiple Web browser options for users, including Internet Explorer, Chrome, Firefox and Safari, running on PC, Macintosh and iPad devices and enhanced social functionality, such as Activity Feeds that give people the ability to like and unlike status updates, improved status filtering, and the capability to view all statuses relating to a particular record view. The Microsoft Dynamics CRM Mobile will be available at a starting price of $30 per user, per month and supports the use of up to three devices per user.

Jacada Unveils the Jacada UI for CRM

Jacada, Inc. has released the Jacada UI for CRM, a user interface (UI) for CRM systems that provides all customer information in a single view. The UI is said to be the industry's first product designed exclusively to improve how call center agents interact with their organization's existing CRM system. The new UI can leverage existing CRM investments, providing the UI and specific functionality needed by call center agents to more efficiently and effectively perform their tasks. The Jacada UI for CRM features prebuilt widgets that will integrate with most major CRM-based applications. Other product features include:

  • A drag-and-drop designer for building new customer-centric views
  • Ability to "hot deploy" new UIs without server restarts or outages
  • Workflow approval processes
  • Event handling and event chaining
  • Open integration standards
  • Modern Rich Internet Application (RIA) controls with full AJAX support

New Social Media Dashboard for SMEs

Desk.com is a new social media dashboard from Salesforce.com is specifically designed to help SMEs with social media integration into any cloud-based helpdesk, including Facebook and Twitter. Integration with Google+ may be available in the future. The low-cost cloud-basic helpdesk is free to use for one full-time user, but every user after that it is $49 per month, and occasional users are charged $1 per hour.

Christina Hammarberg is the former associate editor at ICMI.