The Benefits of VOIP-CRM Integration

There are many companies out there who are looking at the cost saving, productivity and efficiency features of the VOIP services. Then they decide if this service may be beneficial for their CRM systems or not. One of the biggest advantages of VOIP technology is that it allows businesses and firms to interact with their employees and clients at an economical cost. This is definitely a better option when compared with the normal telephone.

VOIP-CRM integration is a good option for call centers and sales-force automation since it helps to boost the sales and improve the accountability of the operations. The information that is collected can be viewed alongside the customer’s transaction data and can also assist the firms in getting clear profiles of their customers. Since VOIP helps to transfer voice into data packets, it is easy to integrate it with the CRM applications.

The softphone service is the great option for VOIP-CRM integration. It assists in embedding the CRM functionality directly into VOIP telephony.  The benefit of using such systems is that it helps in increasing the productivity of the firms and helping sales managers to maintain a continuous and reliable performance tracking system.

The CRM vendors are quickly discovering the benefits of softphone services for VOIP-CRM integration. Companies like Salesforce have already developed Skype VOIP software that will work with a CRM package. This service enables Salesforce users to include their telephonic communications into their CRM applications. These users can receive and make calls or start text chats directly with other Skype users.

This service also enables the users to contact non-Skype users with just a single click. With the use of VOIP-CRM integration, call centers can easily reduce their telephony costs. Some of the new features of this service assist the call centers to connect website visitors to any business just with the click of a button. Customers can make use of this technology to address their concerns on products or to place the orders.

Another feature of VOIP-CRM integration is that it comes with inbound screen pops that can add efficiency and increase the productivity of call centers. The benefit of this feature is that when a call comes in, it allows users to receive pop up windows on their desktops with a complete picture of the customer’s relationship with the firm.

Businesses are provided with two options when it comes to VOIP-CRM integration. First is to start from scratch, i.e. build the entire business in line with VOIP and CRM. The second option is apply this technology on an existing network infrastructure. Both these options are very effective depending on the requirements.