Phone system technology has been developing for decades. As a result, even the simplest systems have a number of highly advanced features that increase productivity in business. Integrating a phone system into a CRM solution can give you additional advantages.
1. Caller ID integration with CRM
The ability to identify the caller is essential in sales and service industries, especially when it comes to contact centers. Without this feature integrated into your CRM solution, you will need to download data from phone system or third-party solutions after every incoming call or manually create notes and store them in CRM. This takes up valuable time and does not enable you to get the full picture of the customer interaction.
2. Call recording integration with CRM
Recording calls is essential for quality assurance. With call recording integrated into your CRM solution, agents who will interact with customers need only to click one button on their phone. The recording will automatically be saved in CRM and can be analyzed later to measure the performance of the call.
3. Voicemail integration with CRM
Voicemails can get lost or overlooked, especially if you receive a large number of them every day. With voicemail integrated into your CRM solution, voicemails are automatically added into CRM in a similar manner as an incoming phone call. This allows you to keep track of all communications with the customer in one place.
4. Follow-up system integration with CRM
If you can't answer the call, agents have to take down information about the customer and contact them later when they get a chance. This task can be automated using a follow-up system. By integrating this feature into your CRM solution, agents can quickly record information about the call and have it automatically added to the CRM activity stream without leaving their phones.
5. Click to dial integration with CRM
There are times when an agent should transfer a customer to another person in the company. By integrating click to dial into your CRM solution, agents can quickly connect with another person in the company using a single click without typing phone number and extension every time.
6. Unified messaging integration with CRM
With unified messaging, emails and faxes are delivered in the same way as voicemails, which adds them to CRM automatically. This ensures that you won't miss anything and will be able to stay on top of all communications with the customers.
7. Instant messaging integration with CRM
Instant messaging is one of the most powerful features in modern phone systems. With instant messaging integrated into your CRM solution, agents can quickly communicate with each other without leaving their CRM screens and improve productivity.
8. Presence integration with CRM
Presence shows contact details of people on the phone – whether they're available to take a call, busy or away from their desks – and can be integrated into your CRM solution, which gives agents the upper hand in terms of customer experience because they'll always know whom they can contact and who is unavailable at the moment.
9. Call queues integration with CRM
Call queues allow agents to take a number of incoming calls, which makes it possible for your company to provide service around the clock instead of only during business hours. By integrating call queues into your CRM solution, you will be able to manage calls more efficiently and provide better customer service.
10. CTI integration with CRM
Customer relationship management apps mimic the way you interact with customers during a phone call to make it easier for agents to record information about the call, automatically add it to the activity stream, or transfer customers to another person in the company with a click of a button. By integrating CTI into your CRM solution, you don't have to switch screens every time you need to perform an action on the phone.