Streamlining your business processes not only helps you achieve greater operational efficiency but also improves the overall quality of your service. And this, in turn, can lead to a more competitive edge in your respective market.
But, where do you start?
By removing unnecessary or time-consuming tasks from your team’s workflow.
One way to achieve this is by combining your business tools into one, centralized platform. This is where VoIP CRM integrations come in. This solution helps you and your teams save precious time, so you can improve the efficiency and effectiveness of your service.
In this article, we’ll cover everything you need to know about these integrations, including basic definitions, how it works, benefits, popular CRM software, and more. Let’s get started!
What are VoIP CRM Integrations?
Let’s define VoIP CRM integrations by breaking these concepts down.
A VoIP integration allows you to integrate your phone system with other business applications and software. This capability improves your team’s efficiency by combining your essential tools into one platform.
And a CRM is a software tool that helps you manage prospect and customer relationships by storing key information such as contact details, purchase history, interactions, behaviors, preferences, and so on. That’s why this technology is aptly named Customer Relationship Management. It’s typically used by sales and support professionals as a way of preparing for calls.
Now, if you combine these two concepts, you get VoIP CRM integrations, which link your cloud phone system to your CRM software. This allows for seamless communication and synchronization between these two technologies, enabling your teams to receive and place calls through their CRM.
How it Works
The main thing to note is that VoIP CRM integrations connect your VoIP phone system to your CRM to increase the functionality of both systems. It also enables automatic, two-way data syncing between these two platforms. So, you no longer need to toggle between applications to complete tasks or manually enter information into both systems.
But for this to work properly, you need a CRM tool and a VoIP provider that offers an integration solution for that specific CRM software.
So, what does a VoIP CRM integration look like in action?
- When calls come into your VoIP system, your reps will see a screen pop displaying important caller information pulled directly from your CRM. And if you’re looking to place a call within your CRM, this integration enables click-to-call so you can initiate a call by simply clicking on the customer’s phone number.
- On top of that, all call data is automatically logged within your cloud phone system’s control panel, even if the call occurred through your CRM. And agents can upload call recordings and notes to their CRM for more detailed customer overviews.
These integrated capabilities work together to increase operational efficiency and optimize your team’s workflow, so they can focus on providing the best service possible.
Top Features to Expect
Now every provider (VoIP or CRM) will offer different features with their integrations. So, as you shop around, you’ll need to identify what features work best for your communication needs.
Some of the top features of VoIP CRM integrations include:
- Click-to-Call — clickable link for each phone number within the CRM
- Customer and Call Notes — the ability to create and update notes during customer calls
- Screen Pop / Call Pop — ‘pop-up’ that displays customer information as a call comes in
- Call Recording — the ability to record and review inbound and outbound calls
- Softphone / Web Dialer — CTI software that enables customers make calls through a web-based dialer
- Caller ID Management — custom caller ID tool to display specific outgoing phone numbers
- Workflow Automation — features to improve and optimize workflows.
Benefits of VoIP CRM Integrations
Business communication improves across the board when you combine the power and convenience of VoIP with your CRM’s valuable customer insights.
Let’s have a look at how your business can benefit:
1. Increased Efficiency & Productivity
Reduce time spent searching for essential customer information and switching between platforms. With this integration, reps easily manage communication in one place. And with the ability to create new contacts, track leads, resolve tickets, and take notes while on the phone, agents can maximize their time leading to more productivity.
2. Improved Customer Experiences
Quickly reference relevant customer information and previous interactions during calls. This way, agents have the necessary context to personalize conversations and properly address the caller’s needs. And customers don’t have to repeat themselves, leading to a better caller experience.
3. Efficient Collaboration
Encourage distributed, remote, and cross-department collaboration with the ability to read notes, follow customer journeys, listen to recordings, and more. With all this available through one centralized platform – accessible from any device – your teams always remain on the same page.
4. Optimized Team Management
Gain better visibility into your team’s performance and progress by reviewing call logs, notes, recordings, and more. This makes it easy for managers to monitor and analyze the activity between leads and reps in real-time.
5. Easy Deployment
Set up your VoIP CRM integration and begin calling within minutes. No coding or developers are required with this solution.
6. Enhanced Functionality
Integrate essential calling technology into your CRM where you can:
- Make and receive calls
- Access international calling
- Benefit from advanced calling features
With all tools in one place, you can optimize your inside sales efforts from any location.
7. Automated Accuracy
Reduce human error and increase focus on high-priority tasks with automatic data synchronization and click-to-dial capabilities. No need for double-checking!
Popular VoIP CRM Integrations
To help you choose the best solution for your business, let’s review the top CRM software that work well with VoIP:
Salesforce is a leading CRM provider with over 150,000 companies using the product. They offer a wide variety of customizable solutions and integration capabilities for cross-departmental collaboration. Among these is the Salesforce CTI that adds cloud telephony capabilities within the CRM.
Salesforce CTI Features:
- Screen pops
- Call routing
- Data synchronization
- Lead management, and more.
Good For: Businesses of all sizes looking for industry-specific solutions.
Zoho Phonebridge CRM
Zoho is a global provider that offers web-based business tools including a VoIP CRM integration called Zoho Phonebridge. This provider also offers flexible and personalized implementations with over 800+ app integrations to choose from.
Zoho Phonebridge Features:
- Call logging
- Customer journey orchestration
- Contextual calling
- Automatic data synchronization
- Single-click dialing / click-to-dial, and more.
Good For: Small- to medium-sized businesses with remote workforces and B2B sales teams.
Zendesk provides an intuitive and scalable CRM solution focused on helping customer support and sales teams succeed. And, they provide a variety of integrations to choose from including project management, marketing, and VoIP integrations like the Zendesk CTI.
Zendesk CTI Features:
- Inbound/outbound call blending
- Call routing
- Integrated customer data
- Agent presence management
- Call recording and storage
- Low code customization
- Ticketing and help desk software
- Screen pops, and more.
Good For: International small, medium, and enterprise businesses.
HubSpot provides a complete CRM platform with all the resources you need to unite marketing, sales, and support teams. They offer over 1,000 popular integrations and apps – including VoIP CRM integrations – to choose from.
HubSpot CTI Features:
- Two-way synchronization
- Call recordings
- Integrated customer information
- Meeting scheduling
- Document sharing
- Call logging
- Click-to-call, and more.
Good For: Small- to medium-sized businesses.
Get Started with VoIP CRM Integrations
Connecting your VoIP phone system to your CRM is a game-changer for companies looking to streamline their day-to-day operations and achieve greater success in the modern business landscape.
Global Call Forwarding is constantly working to bring our customers more integrations to help them optimize business processes and unify communications. Currently, we offer users contact center integrations that work to improve your system’s efficiency such as cloud voice APIs and PBX integrations.
To learn more about our integrations, call +1 (561) 908-6171 or chat with our telecom experts online!