Wednesday, May 25, 2011

Dynamics CRM and Skype

The Microsoft's purchase of Skype at outrageous purchase price of 8.5$ billion is already the old news. There were many speculations at what is the Microsoft's plan with his new acquisition, is it ingenious move not recognized at the moment, like Microsoft's investment in the Facebook, or is it yet another blunder by the software giant. But, by now the dust has settled down, and as always the time will tell was it the good idea or not.

But, of course, Microsoft for sure has in plan to integrate Skype with his other products. He already has software for conferencing, phone calls and collaboration - Microsoft Lync, but through Skype they will be able to reach much larger customer base and to strengthen their position in the mobile market. After all, telephone and data networks are already integrated, and why not to have the same communication software on your mobile phone, fixed phone and personal computer?

One interesting integration is integration with the Microsoft Dynamics CRM. There have already been comments on that issue, and I think that such integration will give addition strength to the CRM offering, but not much. It would be cool for Skype and CRM users to automatically call a contact from their CRM windows, or to automatically record a time and duration of the skype call, but such integration already do exist, although through third-party tools, and is not expensive. Call centers are important users of phone integration, but such establishments use IP telephony and specialized software for the calling, and usually it can also be well integrated to the CRM. Therefore, out of the box integration with Skype would be nice feature, but not crucial.

1 comment:

HOPE Moderator - Steven said...

where could I find such a way to integrate skype with dynamics crm??