Helpdesk software provider Zendesk has announced a two-way integration with Microsoft Dynamics CRM 2011.  

The partnership, which works with both the online and on-premise versions of Dynamics, allows contact agents to access customer data from both solutions. and choose to interact with customers on their preferred platform.

The partnership with Microsoft Dynamics CRM is a continuation of the company’s CRM expansion strategy, said the firm.

Conan Reidy, Zendesk’s VO of Business Development, said: “Zendesk for Microsoft Dynamics CRM provides organisations a way to give the personalised experience customers want, by allowing every employee who is in contact with a customer - from a sales rep to a support agent - to quickly see every interaction the customer has had with the company.”

David Brown, Microsoft Dynamics CRM Lead, EMEA and LATAM, said: “Customers are a company's most important assets. With Zendesk for Microsoft Dynamics CRM, users can now get a 360-degree customer view, from sales to support. The ability to track customer issues in a single view leads to quick resolution time and more satisfied customers.”