USD, standing for Unified Service Desk, is a Dynamics CRM integrated tool replacing CCA (Customer Care Accelerator) and CCD (Customer Care Desktop). It is an orchestration application aiming at delivering the best experience for customers calling a call center.
It allows gathering information from all third party applications that are involved in customer’s care. When answering a call, USD displays on its own all information you set as relevant. You are able to display contact’s information from your CRM, his last financial transaction from your ERP, or his last tweets from your intelligence software.
The customer support may also be a confusing mix of several tools, each one with its own specificities and a certain lack of communication between each other. It implies heavy – and sometimes ineffective – processes. USD has been made to solve this issue, by pushing all required information towards a unique interface.