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CRM integration

Improve your productivity and your customer service by integrating your telephone system with your on-site or cloud-based CRM solution.

 

Whether you use Salesforce, Microsoft Dynamics, Skype for Business, NetSuite, Zendesk, Desk.com or even specialist industry CRMs, we can configure your telephony and contact centre solution for complete integration.


Single-source view
CRM integration will give you a single-source view of all your business communication and customer interactions. Automatically screen pop your CRM records with a call, add comments to the record, then transfer the call and its associated data to another agent. This means your staff will be able to have more time-efficient and customer-focused conversations with all the information they need on screen.

 

Depending on the CRM query made, incoming calls can be intelligently routed to the correct agent or department even before they have been answered. Again, this will improve your responsiveness and gain a better understanding of your customers’ needs to enhance caller satisfaction. With your customer service record enhanced and call response times and duration reduced, staff productivity will be better too.

 

However, it’s not just about making sure you handle your calls effectively. CRM integration allows you to screen-scrape details from your PC too. Along with call recording, this will give you a compliant audit trail of your customer interactions.

 

Our telephony solutions can be integrated with specialist CRMs, such as EMIS and SystmOne for GP surgeries, Reapit for estate agents, and Bullhorn and ZoHo for recruitment agencies. If your business sector or CRM is not here, do not worry. We will find out if we can integrate your chosen CRM with your telephony solution. 

 

To find out how we can help your business can enjoy the benefits of CRM integration with your telephone system or contact centre, please do not hesitate to get in touch with us.