Cisco VPs Discuss Cisco, Microsoft Strategy for Delivering Business Solutions to SMBs

August 23, 2004

Keeping customers loyal is far more cost-effective than constantly acquiring new ones, which is why savvy companies have made delivering exceptional customer care a top priority. Especially in budget-constrained small and medium businesses, customer relationship management (CRM) solutions can help improve customer care and increase revenue. In response to this market need, Cisco is working with Microsoft Corporation to deliver integrated IP Communications and CRM solutions to help small and medium businesses succeed. News@Cisco recently met with Peter Alexander, vice president of Worldwide Commercial Market Segment, and Edison Peres, vice president of advanced and core technologies, Worldwide Channels, to discuss Cisco's IP Communications strategy with Microsoft CRM for small and medium businesses.

What is Cisco announcing?

Peter Alexander: Cisco launched the Cisco CRM Communications Connector for Microsoft CRM, which provides a single, integrated communications solution tied directly into a customer's Microsoft CRM application. We also launched a new channel partner specialization that identifies and recognizes channel partners skilled at delivering integrated CRM solutions for small and medium businesses (SMBs).

Why is Cisco working with Microsoft on this initiative?

Peter Alexander: This new collaboration between Cisco and Microsoft builds on a relationship announced in February 2004 aimed at addressing the unique needs of the Small Medium Business (SMB) market. Cisco and Microsoft have a strong, complementary fit in terms of technologies, channels and a shared commitment to help SMBs benefit through integrated IP (Internet Protocol) Communications solutions.

Why would a small or medium business want to consider CRM and IP Communications solutions?

Peter Alexander: CRM software such as Microsoft CRM helps organizations empower their sales and support forces, allowing them to more easily convert leads into revenue and maintain high levels of customer satisfaction. When integrated with Cisco IP Communications products, CRM solutions become even more effective and powerful for SMBs.

What is the Cisco CRM Communications Connector?

Peter Alexander: The Cisco CRM Communications Connector is an application that is available at no charge to Cisco IP Telephony partners. It integrates Cisco IP Communications solutions with Microsoft's CRM, offering SMBs and branch offices a complete, user-friendly solution for improving sales productivity and delivering superior customer service. For example, the integrated solution provides features such as click-to-dial and screen pops on incoming calls, enabling anyone across an SMB to see customer account activity before even answering the phone.

What is Microsoft CRM?

Peter Alexander: Microsoft CRM is an intuitive, easy-to-use customer relationship management solution designed for SMBs. It enables efficient tracking of sales leads, accounts, orders and service cases and integrates easily with Cisco IP phones and Cisco CallManager Express.

What are the key benefits to SMBs of the collaboration between Microsoft and Cisco?

Peter Alexander: SMBs can benefit substantially by having a single view of all customer communications for everyone within a company, not just call center agents. This can enable them to increase sales and service productivity as well as customer loyalty. Everyone within an SMB can deliver more personalized customer service by taking advantage of information provided in screen pops. The integrated Cisco and Microsoft solution is easy to use with Microsoft Outlook or Internet Explorer as the platform, promoting higher adoption rates and streamlining call placement with features like click to dial. A call duration tracking feature also helps small businesses track and bill calls. Perhaps the most important benefit is that SMBs can eliminate "silos" of data and deliver accurate, timely customer information across the company.

What is the Cisco CRM Express Solution Specialization?

Edison Peres: The CRM Express Specialization is not required to sell the Communications Connector, but is an additional benefit for our partners that sell to SMB's and empowered branch offices. This is the first software application specialization created exclusively for Microsoft CRM and complements the Cisco IP Communications strategy by recognizing partners for their knowledge and expertise in selling, designing, and installing a comprehensive IP telephony-integrated solution based on Microsoft CRM.

What are the benefits of this specialization to Cisco channel partners?

Edison Peres: Through this specialization, Cisco channel partners will be able to differentiate their offerings to SMBs and drive IP Communications revenue. Cisco channel partners who qualify for the CRM Express Solution Specialization will be provided with training, points toward their certification and will be listed on the Cisco Partner Locator as CRM Express Specialized so that they are easily identifiable by customers.

What are the prerequisites for a Cisco channel partner to apply to the CRM Express Specialization?

Edison Peres: Partners must hold one of the company-level Cisco IP Communications specializations: IP Communications Express, IP Communications, or IP Telephony-Revised. The CRM Express Solution Specialization is a simple, incremental add-on to any of these three specializations. Online training to acquire the necessary skills is available through the Cisco Partner E-Learning Connection at no charge.