Emtec presented on Microsoft Dynamics CRM's Unified Service Desk. They discussed the new desktop application that supports call centers with high inbound inquiries. It is compatible with both CRM Online and on-premise implementations and is centrally managed from Dynamics CRM. The demo showed the powerful agent desktop that improves key metrics and allows agents to handle multiple customer sessions simultaneously. Pricing details were also provided.

1. Demystify Microsoft Dynamics CRM – Unified Service Desk
Thursday June 26th , 2014

2. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Agenda
About Emtec, Inc.
Dynamics CRM Road Map of Innovation
Unified Service Desk Overview
Demo
How Can you Take Advantage of USD?
Q & A
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3. About Emtec, Inc.

4. Emtec Around the World
US Locations
• Radnor, PA (HQ)
• Atlanta, GA
• Chicago, IL
• Dayton, OH
• Jacksonville, FL
• Herndon, VA
• Minneapolis, MN
• Oakbrook, IL
• St. Louis, MO
Global Offices
• Toronto, Canada
• Ottawa, Canada
• Pune, India
• Bangalore, India
Emtec: ‘Big enough to do the work, small enough to care’
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Emtec Services at a Glance
• Emtec has completed more than 1,100 Package
Application engagements, including:
• 186 Microsoft Dynamics and more than 255 projects
• 200+ Oracle clients with more than 415 engagements
• 206 EPM / Hyperion & OBIEE clients and 323
engagements
• Emtec is a premier provider of SaaS and Emerging
technologies market, including 51 Salesforce Clients
with more than 75 engagements
• Emtec has performed more than 6.3M hours of
application development and maintenance work
ranging from Business Analysis to Product
Development
• Emtec has served more than 565 Infrastructure
services clients where we have:
• Deployed more than 1.85M servers, personal computers,
tablets and mobile devices
• Installed more than 925 Exabyte of storage
Triaged more than 30,000 L1 support incidents
• Service management solutions for more than 125 clients
Emtec Quick Facts
Serving clients
for over 46
years
Our consultants
have an
average of 14
years of
experience
~45% have
advanced
certifications
12 locations,
including 6
development
centers
73% of our
PMs,
Architects and
Consultants
have prior
experience with
Tier 1
consultancies
Over 650
full-time
professionals
$200 M IT
Services
Provider
Voted one of the
Top 100 Places
to Work
by Crain’s
Chicago in 2012
Regularly
compete & win
against larger
IT service
providers
Microsoft Practice
• Dynamics CRM
• Dynamics ERP (GP
& AX)
• SharePoint
• .NET Development
• Integrations
• Business
Intelligence
• SQL Server (SSRS,
SSIS, SSAS)
• Infrastructure
• Business Analysis
• Project
Management

5. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Emtec Microsoft Dynamics CRM Practice
• Success – we have implemented over 300 successful projects and bring a
wealth of real world experience to each engagement.
• Global Delivery Capabilities – we provide multiple delivery model options
ranging from all on-shore to an on-shore / off-shore combination. Our off-shore
resources are also certified professionals in Dynamics CRM, Salesforce,
SharePoint, .NET, and data migration/integration tools and technologies.
• ISO 9001:2008 certified – demonstrates our focus on quality management
• Gartner/AMR Certified in Financial Services & Professional Services
5

6. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Emtec Microsoft Dynamics CRM Practice
• Holistic approach – ensures higher ROI on our
engagements
• On-Premise or Cloud – our client base ranges from
small CRM online projects to large multi-year, multi-
division, on premise implementations
• Depth – our practice consists of 15 certified
professionals, including some seasoned consultants with
experience dating back to Dynamics CRM 1.0
• Breadth – our practice brings complex CRM
implementation experience project management,
configuration, process analysis, server architecture, .NET
customization, business intelligence, integrations
6

7. Dynamics CRM Road Map of Innovation

8. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Dynamics CRM Road Map of Innovation
8

9. Unified Service Desk Overview

10. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Empower Service Professionals
10

11. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Agent Desktop
11

12. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Powerful Agent Desktop Designed To:
•Improve key business metrics such as Average Handling Time, First Call
Resolution and Customer Satisfaction
•Provide a unified experience for call scripting, capturing data, automating tasks,
performing searches and launching applications
•Handle multiple customer sessions simultaneously
•Deliver knowledge from other enterprise applications
•Allow customers the ability to create agent desktop applications using
configuration tools within Microsoft Dynamics CRM
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13. DEMO

14. How Can you Take Advantage of Unified Service Desk?

15. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Overview
15
•New desktop application to support call centers with high inbound inquires
•Compatible with both CRM Online and On Premise implementations
•Centrally managed and configured from Dynamics CRM
• Tightly Integrated with Dynamics CRM – uses the same UI and data storage

16. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Design Principles for Agent Desktop
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17. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
Pricing
17

18. Emtec, Inc. Proprietary & Confidential. All rights reserved 2013.
How to Connect with Emtec, Inc.
John Szuberla: 312-216-4915
John.Szuberla@emtecinc.com
www.emtecinc.com
Gary Christiansen: 312-216-4950
Gary.Christiansen@emtecinc.com
www.emtecinc.com
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19. Q & A

20. Thank you for attending!