How would you improve the efficiency of a support or sales team? Though your answer can vary, it’s very easy to see how automating parts of the conversation process can enhance productivity. A VoIP CRM integration does precisely that. It’s scientifically the #1 way to cut down on the many hours wasted manually pulling up information mid-call, storing data in the CRM tediously, and so on.
Any organization can benefit from VoIP CRM integration with a very low operating cost and certain other perks.
In this piece, we’re going to dive deeper into what VoIP CRM integration is for dummies, what are the many perks you’re looking for, and what are the best tools for your organization.
Let’s get right to it!
So, what exactly is VoIP CRM integration?
At its very core, this integration is simply a synchronization between the calling system (any VoIP or cloud telephony service) and third-party CRM software. Such an integration aims to take out the many tedious, manual, and repetitive tasks that agents have to manage.
Upon successful integration, the CRM takes care of all of these tasks automatically. This increases the productivity of any sales or support team.
Historically, teams manually feed chunks of data to CRM software manually for recordkeeping and future reference. This increases the risk of factual inconsistencies and incorrect data while obviously costing precious time.
In many instances, this redundant CRM-feeding task can cost as much as half of the total working hours even for the fastest employees.
Imagine if you could take it all away.
A VoIP phone system linked to your CRM software can automatically save customer details and call recordings into your database while the agent moves on to the next call immediately.
Features & perks of setting up a VoIP CRM integration
VoIP CRM integrations can speed up the workflow of any team that depends on calls or messages. Initiating, tracking, and managing potential clients, prospect customers, existing customers, sales leads, and those in need of troubleshooting becomes so much more efficient when your VoIP service is connected with your CRM software.
A successful VoIP CRM integration is going to be priceless for any organization. Still, here are a few advantages to be expected out of the box upon setting up a system for your team:
1. Smarter Data Collection
VoIP CRM integrations allow teams to automatically feed data into the CRM after a call. This data can be something as simple as the timestamp, customer name, and a call recording to something as complex as different data points mapped to different custom fields or variables, mid-call notes and remarks, feedback on the call, and changing stages or levels of leads or customers.
All in all, these integrations provide a better way to collect data and higher amounts of it.
2. Save Time & Boost Productivity
VoIP CRM integrations cut down on the time required for manual entry of data into CRM software. This helps boost productivity as agents can handle more calls and specialize in converting or troubleshooting clients/customers sooner compared to if they had to learn CRM data entry too.
Needless to say, this also goes towards improving your customer relationships.
3. Measuring Progress & Tracking Stats
From call analytics to insightful charts – integrations between the VoIP system and your CRM can help you uncover pain points or obstacles to further optimize your team’s workflow.
The job of supervisors also becomes easier as they can track agent performances and view core analytics. The data produced as a result of the integration can be instrumental to developing better strategies for managing customer relationships.
4. Automated Shortcuts
Different platforms optimize their functions differently but all offer at least some level of automation. This differs from platform to platform – but you’re very likely to find a shortcut or automation of some type that makes an agent’s life easier.
For example, here are a few automation workflows that can add value to any team:
- VoIP CRM integrations allow agents to make customized decisions after each call, such as triggering a follow-up email instantly, scheduling a call into the calendar automatically, or changing the stage of a customer’s journey with a single click which is then updated organization-wide automatically.
- There are also many types of short messages you can keep saved as well as templated replies which can be sent with a single click over SMS.
5. Mid-call Notes that Add Value
Say goodbye to haphazard notes that can never be found when needed the most. VoIP CRM integrations free up the agent’s mind and allow them to attach notes to conversations or clients/customers in a meaningful and relevant way all within the CRM directly.
Your organization’s CRM software can then also search, sort, and filter these notes. Plus, they become readily available when someone else takes the call because the CRM is accessed organization-wide.
Incidentally, it also allows for custom fields where agents can add their remarks. These custom fields can be satisfaction level, upselling potential, current struggles, etc. – compiling all this data over some time can give your organization actionable intelligence to improve your product or service.
6. Added Convenience
Calling is already one of the easiest activities you can do. From headsets to Bluetooth devices, we have a bunch of options to conversate comfortably. Surprisingly, a VoIP CRM integration makes things even smoother.
- It’s great for managers because of the inherent low operation costs.
- It allows agents to make calls directly from the CRM interface.
- No need to look up contact details, dial numbers, and “make calls.”
- Pushing templated messages or follow-up emails helps agents cut down on a lot of manual work and repeat tasks that they dislike.
Best tools for VoIP CRM integration
There’s no doubt that a VoIP CRM integration can only be good for any organization and team. It helps improve workplace efficiency, boosts individual productivity, and streamlines the whole workflow of managing customers or clients.
With that in mind, the obvious next step is to figure out which integration will best fit the bill for your organization or team. There are tons of options to choose from.
Here’s a selection of the most trusted and useful VoIP CRM integrations that you can try.
Bitrix24 is a whole workplace on the cloud. Instead of connecting VoIP with CRM software, you can use Bitrix24 for all things CRM, collaboration, project management, website building, and HR management. It provides convenient and sufficient tooling in each category – becoming a one-stop solution for many companies all over the world.
Out of the many tools provided by the Bitrix24 suite, we’re mostly interested in its:
- Collaboration toolkit that comes with chats, video calls, online meetings, activity feed, calendar, online documents support, file storage, webmail, and workgroups – which gels nicely with its
- CRM toolkit including lead management, quotes & invoices, online payment handling, sales automation, custom rules & triggers, customer engagement center, marketing workflows, and smart sales features.
If you want something more than a typical VoIP CRM integration, then Bitrix24 is the way to go.
Talkdesk makes controlling and designing the perfect customer journeys magically effortless – though there is indeed a bit of a learning curve. Banking on AI-backed automation tools, Talkdesk leverages the finest of technologies to enable a business’s shift from increasing sales to curating customer journeys that pay dividends down the road.
A world-renowned cloud contact and customer experience solution, Talkdesk topped Gartner’s list of contact center vendors in 2022 – for the fourth year in a row – that analyzes contact-center-as-a-service of CCaS platforms. This San Francisco-based company also sits at #8 on Forbes’ Cloud 100 list sharing the space with the likes of Stripe, Databricks, Canva, Miro, Figma, Airtable, and ServiceTitan.
Globally recognized as a world-class cloud telephony system for companies of all sizes and industries, RingCentral has pretty powerful features on its own ignoring the CRM integration bit. It seamlessly streamlines all your communication channels from phone and SMS to fax, messaging, and video meetings.
As for integrations, it integrates with industry-leading CRM tools ranging from Salesforce, HubSpot, and Microsoft Dynamics to Zoho, Zendesk, and HappyFox. There are almost 100 CRM integrations alone.
The larger RingCentral universe allows you to connect a bunch of additional functionality and build powerful automated workflows that do the heavy lifting in managing your work and team.
Dialpad has been a true innovator. They have delivered remarkable performance gains for enterprises looking for complete communication solutions with call forwarding, video conferencing, and instant messaging.
The best part about Dialpad is that it’s great for both internal team communications and managing customers or clients. Any organization can deploy a Dialpad workflow easily and improve its productivity in days.
A notable quality of Dialpad is its innovation in AI. From AI-powered video meetings to AI-driven sales outreach and customer management portals – Dialpad has invested heavily in this future-friendly direction which can be great for its users when they roll out more AI-powered communication and management tools.
Aimed at delivering meaningful customer experiences, Vonage is a leading communication tool utilized by companies such as Domino’s, DHL, and Glassdoor. It integrates gracefully with a couple dozen tools such as Salesforce, Zendesk, Microsoft Teams, Microsoft Dynamics, HubSpot, Zapier, Office 365, and Slack.
Generally speaking, Vonage is a better choice for businesses that depend almost entirely on workflows to get their work done.
Whether you’re looking to leverage the power of automation and AI with Talkdesk, have a full-blown customer center with Dialpad, or run a primarily-cloud business with Vonage – there are a lot of options when it comes to integrating VoIP communication with CRM for boosting team productivity.
All have their pros and cons. Ultimately, it’s up to you to choose.