Many companies are also heavily reliant on other 3rd party applications for their ongoing operation, including Customer Relationship Management Software (CRM), collaboration tools, project management tools, accounting software and other client facing applications. As more of these applications are used and the more critical they are for sales and customer engagement, it is becoming more and more important that these applications have an integration with your phone system.
Relatively simple features such as customer information popping up on your desk handset or popping up on your computer screen when staff are taking a call can result in significant productivity gains across the board and can reduce the time required to pull up vital customer information. If the CRM automatically opens when a call is received, displaying customer information, previous call history, customer notes can save your agents a lot of time manually opening the CRM and searching for the customer on each call, whilst improving customer experience.
Many phone systems today whether it be cloud based or on premise, have either a native integration or custom connector which integrates the phone system with a range of CRM and cloud applications, the integration options will be limited based on the capabilities of each phone system provider (PBX platform), the handset itself and the capabilities of the business application that it’s integrated with.
The availability of these phone system CRM or collaboration tool integrations can form an important part of future phone system purchase decisions, in that if a phone system does not have an integration with your current CRM it may not be a valid option for your business.
At Telco broker we have partnered with a range of telecommunications providers that combined virtually canvases the entire spectrum of phone system / CRM integration options available on the market. Our team can work with you to determine what are the key integrations your business requires and we can then check with our vendors to see what integration options are available and if there are any other expenses incurred to facilitate that integration in some cases there may be additional licensing fees or customisations required to meet your needs.
The list below is not an exhaustive list but is a high-level summary of some of the CRM and third-party applications our phone systems are able to integrate with in the event that your CRM or application is not on the list please feel free to get in contact with us on 1300 978 073 to organise a chat with one of our team.
|Microsoft Dynamics 365
|Salesforce Call Center Adapter
|Microsoft Dynamics CRM
|Freshdesk and Freshsales
|Microsoft Dynamics NAV
|Salesforce Sales cloud
|G Suite and Google Contacts
|Microsoft Office 365
|Skype For Business
|Infor CRM (SalesLogix)
|MS SQL Server, MySQL,
|Maximizer CRM Web Access
|Tall Emu CRM
|Oak Patient Connect
Some of the key advantages of having a CRM Phone System integration are:
• Access CRM anytime you use your phone
• Automatic tracking of calls and history with your customers
• Save money due to faster response times between staff and customers
• Analyse and store data of all calls
• Real time notes and details of all customer interactions
• Build rapport with customers, due to having fast access to historical information
• Recording of calls for security, quality of service and training
• Better conversion rates for new and existing customers
In the event that you have an old phone system that you are looking to replace or upgrade and need some advice about what you should be considering, our team can work with you to discuss options for not only the CRM integration but also the phone system itself we can come up with a solution that not only meets your functional and technical requirements but also your budget.
We work with customers both big and small over Australia, we have helped Australian businesses in Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra, Darwin and Hobart.
We can help you with CRM Phone System options whether your business is based in New South Wales (NSW), Queensland (QLD), Victoria (VIC), Western Australia (WA), South Australia (SA), Australian Capital Territory (ACT), Tasmania (TAS), Northern Territory (NT), give the team at Telco Broker a call, the initial consult is complimentary and obligation free. 1300 978 073.
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