CRM Phone System Integration - CTI

The acronym CRM (customer relationship management) refers to software that manages all current and prospective customer relations, with the goal of efficiently improving the customer relationship and, ultimately, the company’s profitability.

Because CRMs follow the customer’s relationship with a company over time, they allow businesses insight into what moments are key in that relationship. This information can then inform the business’s strategy. CRM are generally associated with a customer-centric approach, in which customer feedback and needs drive the business strategy.

CRM aggregates data about clients in one customisable dashboard, so employees can see marketing touchpoints, order status, customer service issues, and more without having to toggle between multiple tools.

CRM can help multiple teams in a business increase their efficiency and productivity, especially customer service, sales, and marketing.

A CRM integration for VoIP is a CRM phone integration via an API which allows for the automatic syncing of data between the two tools.

A CRM integration for VoIP saves employees from having to enter data into the two software twice, thus streamlining employees’ day-to-day operations and increasing productivity. In addition to that major benefit, there are several features that a CRM and VoIp integration commonly offer. These functionalities include making calls from within the CRM, automatic call transcription, multichannel communication with contacts, external communications analytics, and more. Thanks to these features, a CRM integration for VoIP leads to improved customer satisfaction.

With a CCaaS solution like Ringover, a CRM phone integration is a simple process of a few steps. Here’s how to integrate your phone system with your CRM:

1. Link your CRM and phone system accounts. You can start this process by finding the integrations webpage of your phone system. At Ringover, this can be found on the dashboard. Once you find the CRM you’d like to integrate, click Activate.
2. Then you’ll need to allow access to the phone system by clicking Allow. This creates the link between your phone system and your CRM.
3. Once access has been allowed, you can begin choosing what calls to be logged in your client files, among other configurations.
4. Enable contact synchronisation, if desired, so that all your CRM contacts are synced to your phone system and accessible from that centralised interface.
5. To make calls from directly within your CRM system, you’ll need to enable that functionality from within your CRM platform. It’s a simple process, especially if you use Salesforce.

A CRM phone system integration, which allows for the exchange of data between two tools, has several advantages relating to efficiency and increased productivity.

• Real-time updates so information in both the CRM and phone system is always up–to-date.
• Easy access to customer information like contacts, account history, internal notes and records of past interactions.
• Easy mass communication campaigns to contact lists using phone system tools like mass SMS campaigns and Power Dialler.
• Automated workflows that will trigger messages to contacts depending on their progress through the customer journey.
• Comprehensive data analytics to understand agent performance, campaign performance, and call data.

A customer service integration is when two different software are connected via an API, enabling them to share information between each other. The goal of this integration is to improve customer experience while increasing the business’s productivity. Businesses will often integrate CRMs, or tools for payment, messaging, marketing, or more. The most common result of a customer service integration is the pooling of customer data on one interface for easy access.

An especially common customer service integration is the integration of a customer relationship management software like Salesforce with a business phone system like Ringover. This integration improves customer satisfaction because agents have the history of contact with the client at their fingertips. Productivity also improves because the two tools sync data automatically, so agents don’t have to enter the same information into two different software.

The 10 best customer support software are:

1. Ringover
2. Zoho Desk
3. Help Desk
4. Zendesk
5. Hubspot Service Cloud
6. Freshdesk
7. LiveAgent
8. Buffer
9. Aircall
10. Helpshift