Integration and Smart Call Routing Integrate Your CRM/ERP and Call Center Software

CRM Integrations

Maximize your phone systems capabilities through integration with your CRM or other enterprise systems

In today’s world, phone systems and CRM/ERP applications are blending together to create solutions for agents to work quickly and efficiently. With our CRM integrations, we can automate tasks based on call activity. This increases productivity and accuracy by reducing repetitive manual tasks.

In addition, integrating with your CRM can provide combined reporting information such as sales data over call volume for individual agents or teams. With many popular CRMs providing robust APIs, integrations have become quite powerful and the sky really is the limit for what you can do.

  • Use caller ID information on inbound calls to lookup customers in your CRM databases and have this information pop on an agent’s screen as they answer the call.

  • For outbound campaigns, we can work with your CRM provider to incorporate click-to-dial routines so that agent’s simply click on a phone number to dial out

  • Have automatic journal entries made in your CRM/ERP applications based on call activity

  • Attach call recordings to items within your CRM for quick access to past activities. These may get attached to contact records or tickets or opportunities

Smart Call Routing

Leverage customer databases and history to route calls efficiently and minimize repetitive and annoying prompts

When calling into a contact center, most of us would prefer to not go through 10 different voice prompts and enter information repeatedly but rather get right to the person or group we need to interact with.

We can work with you to create a smart routing solution that reads call information live and looks up certain values from your customer databases to route calls where they need to go quickly and efficiently.

  • Provide customers a more personal experience by routing them where they need to go based on known customer information

  • Minimize time customers spend on your phone lines by routing them quickly and efficiently

  • Use customer database information to view what the customer last called in about in order to make their experience even more engaging