INTEGRATING CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION TO COMMUNICATION SESSIONS

摘要

Customer relationship management (CRM) information is integrated with communication sessions. A unified communication (UC) client application initiates a call with a contact in response to a request by a CRM application presenting an opportunity associated with the contact. The UC application receives contextual information and documents associated with the opportunity. The contextual information includes attributes and relationship information associated with the opportunity and the contact. Contacts associated with the opportunity is displayed within a user interface (UI) such as a people view. The application provides controls to manage contextual information of the contacts associated with the opportunity. Documents associated with the opportunity are also presented within another UI such as a documents view.