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CRM and Integrated VoIP – the perfect match

September 17th, 2014

Call operator with headset and PC monitor showing VoIP and CRM software

Business VoIP technology uptake has soared over the last few years. Not only does it offer much cheaper call rates but it is packed with fantastic features that businesses are using to manage and grow their businesses more easily. With the new breed of CRM and integrated it couldn’t get much better and here’s why:

CRM and VoIP working in synergy
Now all forms of communications can be logged and stored with a contact management CRM software  all-in-one place centrally so nothing gets missed or duplicated amongst the team.  The calls coming in get logged for report purposes, against users and contacts to monitor team activity and what latest conversations were had. Keeping everyone in the team up to date from an email sent, a phone call made and a sale closed.

Improving productivity

  • Call logs stored against a contact, who called who, when, how long and how much did it cost which can then be pulled off into a call report statistics.
  • Call recording – stored as wav files against a contact – replayed as and when needed i.e. to confirm what was quoted or agreed for a deal or project; to verify what was discussed on financial advise so nothing has been mis-sold (call recording now part of financial regulations in financial sector); training purposes to ensure team members are presenting the company products and services in the best way and much more
  • Caller ID – see who is calling in real-time
  • Click2call – improve call response rates and if running a sales or support team it will increase productivity levels
  • Call diversion – busy times route the calls to where the resource is or if you are out of office route calls to your mobile or to another member of the team so no caller gets stuck on voicemail

Flexible Working

Many businesses are now employing home workers using CRM and VoIP as they can stay in touch online with their remote team and monitor their activity from anywhere.  A massive saving on office overheads, utilities, commuting costs etc.

Home workers sector is  a rapidly growing market as more people are choosing not to commute and companies are looking at ways to cut costs.  Making it a win win situation.

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