Cisco Systems' Microsoft collaboration on the SMB market has begun to bear fruit, with the networking vendor launching an application integrating Microsoft CRM with its VoIP platform.
Cisco is backing up the product release with a new, optional specialisation around CRM solutions for its IP telephony partners.
"Cisco is getting the message that SMBs, like enterprises, are going after solutions based on application needs, not just the need for a really great network," said Gia McNutt, CEO of Special Order Systems, a US reseller. Applications such as Microsoft CRM help drive infrastructure sales, she said.
The Cisco CRM Communications Connector is a new application available gratis to qualified Cisco partners. It ties Microsoft Business Solutions CRM with Cisco's CallManager Express, an IP telephony solution aimed at SMBs.
The software opens contact records and tracks activity for incoming calls, supports click-to-dial, tracks call duration and captures incoming and outgoing call information, such as phone number and call start and end times.
"We're seeing the SMB marketplace now start to focus on the same business-enabling applications that historically have been available to enterprises," said Richard McLeod, director of worldwide channels at Cisco.
Smaller customers were seeking CRM to help improve productivity, customer support and customer satisfaction, he said.
Cisco will help its partners team with Microsoft-certified partners when necessary, McLeod said.
Communications Connector was developed with technical assistance from Microsoft under a collaborative relationship unveiled in February.
Cisco also launched a CRM Express Specialization for training on the integrated CRM/IP telephony solution.
Resellers must hold one of Cisco's three company-level VoIP specialisations: IP Communications Express, IP Communications or IP Telephony-Revised to be eligible.
Web-based training for account managers and engineers is available for the new specialisation, which carries 10 points toward certification and a special designation on Cisco's online partner locator.
Further, Cisco is rolling out its popular Value Incentive Program (VIP) for IP Communications Express partners, making more 10 percent rebates available to qualified partners selling the company's SMB-focused telephony offerings.
VIP, already available for security and enterprise telephony partners, provides back-end rebates to partners that meet sales goals and customer satisfaction requirements.
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