So why should you care about Skype and Dynamics CRM Integration?

So recent announcements have indicated that Skype and Dynamics CRM will be integrated out of the box in the Polaris December 2012 release http://crm.dynamics.com/en-us/polaris.

So what does this really mean and why should we care?

So lets think about Skype for a moment:

  • it has over 40 million users
  • in over 177 countries
  • you can access on pretty much any device
  • you can use a mobile or a landline
  • you can have a dedicated number and voicemail

I could keep on going with regards the features and facts but the key thing to note is it is essentially a Communications company that enables calls via VOIP or via PSTN network out of the box. But what about Lync you say, this is great for internal access but for external calling a few but not many enable.

So with Skype you can now make external calls straight from CRM, without the need for phone integration! Plus don’t forget the status, you will now have access to view whether your internal or external contact is online, busy, offline etc giving you greater access and visibility of the people you are interacting with.

So in a nutshell what does this mean?

  • From Dynamics CRM I will be able make calls to my contacts straight from CRM via VOIP or PSTN
  • I will be able to see the status of my contacts from Skype
  • I will be able to access the Skype network of contacts and people
  • I will be able to screen pop the contact details when I make a CRM call
  • I will be able to initiate video calls straight from CRM
  • I will be able to use Skype messaging to post a comment to a contact
  • I will be able to engage better with my Customers

So this is not just a cool feature, its going to change the way you engage with Customers, Communicate with Customers and view Customers.