Today companies are constantly looking to improve their communications and streamline sales. Integrating your Call Center and CRM platform with your cloud switchboard is undoubtedly the right step in this direction, as it helps to better track all interactions with customers, partners, and prospects.
NFON ‘s intelligent cloud communications platform, Cloudya, can integrate with third-party applications, such as a CRM, forming a powerful solution that will improve the user experience and boost the growth of your business. Do you want to know how?
Discover The Benefits Of Integrating Your Call Center With CRM
The Call Center is the system for organizing, recording, supervising, and controlling the quality of calls, while the CRM is where customer management information is stored and accessed.
Integrating Call Center and CRM allows, when receiving a call, the system to detect its origin and directly open the client file or, if the number is not registered, automatically create a new file.
Improvement In Customer Service
When a cloud phone system, like NFON’s Cloudya, is integrated with a CRM, customer service improves in two ways:
- Because it’s easier to access customer data: Agents spend less time searching for information and more time on the phone with customers.
- Because cloud PBX systems, like Cloudya, offer features like Interactive Voice Response (IVR), which can route calls to the right agent and provide customers with menu-based options.
NFON ‘s intelligent cloud communications platform also can set up queues, which enables better customer service management.
Queues help ensure that every customer receives the right attention and that no call goes unanswered.
For all these reasons, the integration of CRM and Call Center provides an excellent customer service experience, something that at the same time translates into more sales and a better reputation for the company.
Increased Efficiency And Productivity
The main objective of connecting a Call Center with the CRM is to improve the efficiency and productivity of the agents.
The merging of these tools means that employees will no longer need to switch between apps to make calls to customers.
In addition, outbound calls can be optimized by incorporating your phone system and customer connection management CRM software.
So instead of dialing customer phone numbers manually, you can enable click-to-dial directly in your CRM platform.
In this way, a company’s call agents can reach their clients or prospects faster, and the dialing error is minimal since it is automated.
The integration of CRM and Call Center results in greater efficiency.
This is because cloud PBX systems, such as Cloudya, offer features that allow for the automation of tasks, such as dialing and routing calls, meaning that agents can simultaneously perform other tasks that also require their attention.
When your call center system is integrated with your CRM, you can manage interactions with your customers more effectively.
The data collected by the CRM will be available in real-time on your phone system in the cloud, so you can easily see which customers you’ve spoken to, what they’ve said, and any follow-up action that needs to be taken.
Thanks to these valuable key metrics a tool like Cloudya from NFON allows you to understand how each sale or support representative handles their tasks, including parameters such as the number of calls made per day, the number of calls that hang up, the time average call, and average wait time.
Once you evaluate the statistics of your calls through the CRM software, you can determine how to improve the KPIS of the agents and how to increase the productivity of the teams in general.
The integration of VoIP and CRM Connect is also the best method for employees to comprehend the effect their implementation has on the success of the team.
By giving managers and co-workers access to data, this type of software can improve communication and help processes run more smoothly and transparently across different departments or locations.
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Better Equipment Performance
Sales performance is one of the most important aspects of any business.
When sales teams have access to accurate customer data, they can make more informed decisions about what products and services to offer customers, as well as when and how to contact them.
The Call Center and CRM platform allows sales teams real-time access to customer information such as contact details, account history, and notes on past interactions.
This consequently improves the customer experience and the closing of more sales.
Even if the agent responsible for a customer is not available, any of your coworkers can see all the information they need to offer the same customer service.
Analyze On A Large Scale
Cloudya advanced functionalities offer great opportunities for the analysis of a Call Center.
All data about calls (duration, time of day, agent productivity, and more) is available in real-time.
This allows you to understand how the call center is working and what improvements can be made.
On the other hand, the data collected through a CRM program is vital for a marketing team, so integrating it with a Call Center will allow you to enjoy an advanced tool.
With its help, you can analyze the behavior of your customers, create buyer personas and develop marketing strategies.
The insights you gain from CRM reports allow your marketing team to help your sales reps convert leads into customers.
Do you want to start working smart by integrating your cloud phone system with your CRM software? With NFON’s intelligent cloud communications platform, you can do it.