Is Your Call Centre Ready For Unified Service Desk?

Will Astbury
by Will Astbury 1 July 2016

Neil-Parkhurst-200-2.gifWhen it comes to the topic of Microsoft Dynamics CRM and Unified Service Desk, there are few people in the world with more expertise than Crimson’s own Neil Parkhurst.

Neil, who is a CRM Functional Consultant within Crimson’s IT solutions team, writes unique, informative, and in-depth explanations of Unified Service Desk and Microsoft Dynamics CRM on his blog

The blog, which surpasses most tech manuals for detail and usefulness, has now been syndicated on the Microsoft website and received more than 11,000 hits last month (May 2016).

Neil has now turned to LinkedIn Pulse to share his insights in an article called ‘Is your contact centre ready for USD?’.

Just to clarify, Unified Service Desk (USD) is an extension of Microsoft Dynamics CRM. It is a call centre software that gives phone operators a unified view of customer data when they speak to clients or contacts. Check out this video for a brief overview.


In his article, Neil outlines the evolution of the Unified Service Desk product, the strengths of the latest incarnation of the software, and discusses why call centres should invest in USD.

Click here to read Neil’s article in full.

New Call-to-action

Crimson is an IT consultancy, an IT solutions provider, an IT recruitment agency, and a Microsoft Gold Partner with offices in Birmingham and the City of London.

Topics: Unified Service Desk