ENHANCING COMMUNICATION SESSIONS WITH CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION

摘要

Communication sessions are enhanced with customer relationship management (CRM) information. A unified communication (UC) client application retrieves contextual information associated with a contact through a CRM extension from a CRM application. Opportunities associated with the contact are presented from the contextual information. Contacts associated with a selected opportunity are organized by stakeholder and team member categories and presented through the UC client application. Documents associated with the opportunity are also displayed by the UC client application. Any alterations to the contextual information through one of the presentation views including contact, opportunity, people, and documents are transmitted back to the CRM application through the CRM extension for storage.