SAN JOSE, Calif., August 23, 2004 - Cisco Systems, Inc. today announced, with the support of Microsoft, the Cisco Customer Relationship Management (CRM) Communications Connector developed for Microsoft Business Solutions CRM. The new software application, which is available at no cost to qualified Cisco channel partners, integrates Cisco IP Communications with Microsoft CRM, offering small and medium-sized businesses (SMBs) and empowered branch offices a complete, user-friendly communications solution that helps improve customer satisfaction and increase productivity.

The Communications Connector, which was developed with technical assistance from Microsoft, builds on Cisco and Microsoft's collaboration in the SMB space, announced in February of this year. It is the first IP Communications application to receive certification from Microsoft and integrates best-in-class IP Communications solutions with a leading CRM application for SMBs.

"We're excited that we can now offer growing businesses a Cisco IP Communications and Microsoft CRM solution that benefits everyone in the business," said Gia McNutt, chief executive officer, Special Order Systems, a Cisco and Microsoft partner. "We're able to drive incremental revenue and deliver significant new value to our customers."

SMBs can improve customer service and reduce operational costs using the Communications Connector to link Cisco IP communications platforms with Microsoft CRM. For example, Coleman Technologies, an Orlando, Florida-based systems engineering company with offices throughout the southeast, is using the Communications Connector to integrate its Cisco CallManager-based IP telephony system with Microsoft CRM. "Our account managers and engineers interact with customers daily regarding project status and service delivery schedules," said Randy Olsson, director of engineering services, Coleman Technologies. "The Cisco-Microsoft solution enables incoming calls to automatically trigger screen pops with customer account information and contact history. This allows all our employees, not just help desk personnel, to more quickly and effectively respond to customer needs, resulting in more productive employees and more satisfied customers."

Cisco CRM Communications Connector Features

The Cisco CRM Communications Connector enables organizations to tap industry-leading expertise of both Microsoft and Cisco Systems to benefit from a complete, integrated communications and customer care solution. Its advanced feature set includes:

• Screen Pops: Opens contact record and creates new phone call activity record as call arrives; Creates screen pops from click to dial calls and from manually dialed outbound calls
• Click to Dial: Supports click to dial feature from a Microsoft CRM contact record
• Call Duration Tracking: Accurately tracks duration of phone call and associates with phone activity record
• Call Information Capture: Captures incoming and outgoing call information, including calling number, called number, and call start and end times
• Customer Record Creation: Easily creates a new CRM customer record when a new customer call arrives

With the Communications Connector, Cisco IP Communications and Microsoft CRM can be quickly and easily integrated at the desktop; no additional hardware is required. Because the Communications Connector integrates into Microsoft Outlook or Internet Explorer as the primary client for managing tasks and contacts, employees throughout an SMB can easily use the new application with little, if any, additional training.

Promoting Partner Solution Selling, Collaboration

The Communications Connector and the Cisco CRM Express Solution Specialization, also announced today, are both part of Cisco's broader strategy to help Cisco partners enhance their profitability through solution selling and by collaboration with other vendors' partners to deliver complete business solutions to SMB customers.

The Cisco CRM Express Solution Specialization supports the Cisco and Microsoft collaboration in the SMB market. It is a value-added training option that builds on Cisco IPC specializations by recognizing partners for their knowledge and expertise in selling, designing and installing a comprehensive IP telephony-integrated solution based on Microsoft CRM.

The Communications Connector and Cisco IP Communications solutions integrated with Microsoft CRM can be offered by partners certified for Cisco IP Communications. If the Cisco partner is not also a Microsoft partner, they can collaborate with a Microsoft CRM certified partner to deliver the business solution to the customer. Cisco and Microsoft will help their respective partners identify appropriate resellers to work with from among the other vendor's qualified partners.

"Cisco and Microsoft have similar goals to help SMBs improve their productivity and deliver superior service to their customers," said David Thacher, general manager, Global CRM, Microsoft. "We believe that the combination of Cisco IP Communications and Microsoft CRM will help provide SMBs with a competitive advantage in the way they manage their businesses."

"We're delivering on what partners told us they need to be even more successful at meeting the requirements of SMBs -- integration with critical applications from industry-leading vendors like Microsoft," said Peter Alexander, vice president, Worldwide Commercial Market Segment, Cisco Systems. "Like the rest of Cisco's SMB Class solutions family, the Communications Connector helps our partners offer easy-to-use, easy-to-grow solutions."

Cisco CRM Communications Connector Availability

The Communications Connector for Cisco CallManager Express (CME) is available immediately at no additional cost as a resource for qualified Cisco partners. It will be available at no charge for Cisco CallManager (CCM) and IP Contact Center Express (IPCCx).

For further information regarding Cisco and Microsoft solutions for SMBs, channel partner programs and Cisco Capital SMB Financing Options, please go to: http://www.cisco.com/go/ciscomicrosoftsmb.

For information on the CRM Express Solution Specialization, visit: www.cisco.com/go/specialization.