//var soundPath = "silverlight/assets/Video/";
var soundPath = "http://crmdynamics.blob.core.windows.net/builds/";

//var movieArray = new Array("CustomerService.wmv");
var movieArray = new Array("bd08d0c7-f92e-4187-98fe-0a2069451124.wmv");

var scenes = new Array(0, 50, 126, 194, 239, 311);

var arrowPosArray = new Array(25,50,90,145,167,204);

var textArray = new Array(
    "0:0:01^Your organization’s growth is dependent on its ability to deliver high levels of customer service that deepen relationships and increase lifetime values.",
    "0:0:10^Microsoft Dynamics® CRM is a full suite of customer management solutions for marketing, sales, and service organizations that is easy to adopt and quick to learn.",
	"0:0:21^That’s because it uses applications your people already know, like Microsoft Office Outlook, Excel, and Word.",
    "0:0:29^Today we’ll be talking about the customer service module.",
    "0:0:32^From global call centers to internal helpdesks, from midsize companies to enterprise organizations, Microsoft Dynamics CRM is the solution that contact centers rely on to...",
    "0:0:42^improve agent productivity, enhance operational efficiencies, contain costs, and provide deeper business insight.",
    "0:0:50^Let’s first look at how you can improve your agents’ productivity.",
    "0:0:54^The more your organization increases agency efficiency, the more dramatically you can reduce your call-handling time.",
    "0:1:00^Microsoft Dynamics CRM provides easy-to-use tools that help agents get the information they need—fast—which increases caller satisfaction and reduces call handling time.",
    "0:1:12^Lisa, a Contoso customer service representative, explains it this way:",
    "0:1:16^Now I can give customers the high level of service they expect, successfully complete every transaction, and move on to the next customer in record time.",
    "0:1:26^When I’m on the phone I can quickly pull up a customer’s record, and see every transaction the caller has had with every department. I know customers really appreciate not having to repeat their story every time they talk to someone new.",
    "0:1:39^I can quickly search our knowledge base of information and articles to answer customer questions. And with one click, I can easily attach a custom-built response to an outbound e-mail.",
    "0:1:49^Tools like this help me get my work done faster while providing better service. Transactions are also automatically tracked in the CRM system for a complete history.",
    "0:2:00^I know that our customers appreciate the great service they’re receiving—and I get a lot more done in much less time.",
    "0:2:06^Now let’s look at how Microsoft Dynamics CRM helps improve operational efficiencies that also help contain costs.",
    "0:2:14^Here’s Marie, Contoso’s contact center manager:",
    "0:2:17^If I had to pick one thing that has revolutionized our operations most, it’s been our ability to establish best practices for our business—and build workflows that enforce them.",
    "0:2:26^For example, I’ve defined rules around case routing and escalation that automatically create activities and make assignments.",
    "0:2:33^These workflows let me build closed-loop service processes with real-time alerts. These alerts let my agents know when a case has been open too long, or when a service level agreement is at risk.",
    "0:2:44^We’re also using workflows to ensure our highest-value customers receive optimum service.",
	"0:2:50^Sales gives us a list of our best customers, so when one of them contacts us—whether by phone, chat, e-mail, fax, or letter—the system automatically connects them with our best agents.",
    "0:3:01^All of this power is easy to use, which means less time and money training new agents.",
	"0:3:06^Our contact center is more successful now that it’s so easy for agents to follow best practices—and increase customer service.",
    "0:3:14^Technology professionals also like Microsoft Dynamics CRM because it’s built on technology they already know.",
    "0:3:21^Here’s Vince, Contoso’s operations manager:",
    "0:3:24^With point-and-click ease, people can customize their own interfaces, without having to call an IT technician.",
    "0:3:29^I like the fact that it’s a Microsoft platform—which means it will grow as our organization grows.",
    "0:3:35^It’s also industry-standard technology, so it’s easy to deploy and integrate with other systems in our call center.",
    "0:3:42^And because it’s natively integrated with other Microsoft products like Outlook and Excel, it fits in with our current IT environment. That saves my department a lot of time and money.",
    "0:3:52^Because of familiar technology that’s easy for us to deploy—and for users to customize—this has been a great solution for us.",
    "0:3:59^Microsoft Dynamics CRM also provides easy access to actionable insights that inform better business decisions across the organization.",
    "0:4:08^Let’s hear from Julia, Contoso’s sales and marketing executive:",
    "0:4:12^Since we started using Microsoft Dynamics CRM in the contact center, we have a much better understanding of our customers’ buying and purchase preferences.",
	"0:4:22^That information also helps us predict new cross and up-sell offers—and target them to customers who are most likely to find them attractive.",
    "0:4:31^To make good decisions you need good information. Right out of the box there were reports for running and managing our contact center—for example, complete service histories based on case, solution, or account.",
    "0:4:45^But we’ve also built custom reports to give us high-level analytics that clearly point out trends and issues. We can even see them in real time on our dashboards.",
    "0:4:55^The information we amass on our customers’ buying patterns also lets us see potential trends for future products and services.",
    "0:5:03^Having such rich information at our fingertips helps us make much better decisions—for now and the future.",
    "0:5:11^Now you’ve seen how Microsoft Dynamics CRM improves customer service and retention by helping increase agent productivity, improve contact center operations, contain costs, and gain deeper business insight.",
	"0:5:24^To learn more, go to the Microsoft Dynamics CRM Web site or contact your local sales representative."
)