Easy Office Phone has delivered integration between its Hosted PBX business phone service and popular CRM software packages, such as Salesforce, Microsoft Dynamics, and Sugar CRM. Integration is possible thanks to a strategic industry partnership with software developer InGenius.
"Integration between a company's CRM and phone service opens many doors," said Dale Gantous, CEO at InGenius, in a statement. "What you essentially get is a unified communications suite so your daily sales and service operations are streamlined and merged. It just doesn't make sense anymore, particularly for call center operations, to run two separate platforms for voice and CRM that can't communicate with each other."
The software connects Easy Office Phone's Hosted PBX platform directly to the CRM, allowing the Hosted PBX to talk to the CRM. As a result, staff can, for example, select a customer's record from the CRM and click to dial to have the phone immediately place a call to that customer. Staff receiving incoming calls will see on their screens the correct account and associated customer record using the incoming caller ID.
"When virtual call center staff are dealing with customers all day in between receiving and making calls, those staff are inevitably spending a great deal of time on lookup tasks, manually calling up the customer's account details," said Carl Watene, Easy Office Phone's vice president of sales and channel development, in the statement. "With an efficient VoIP-to-CRM deployment like this, the productivity and time management savings are immense, particularly with companies who are adopting offshore and virtual contact centers."
Watene notes that the solution can accommodate a wide range of deployment scenarios, from large primary call centers to regional offices and even remote or home-based employees. The benefits of the integrated approach extend beyond calls to or from customers, he explains. "There are so many applications. You can initiate conference calls from your CRM screen, directly dial other employees, and derive more meaningful data from your tracking and reporting tools. Best of all, the virtual call center is scalable, and we can deploy this out-of-the-box solution rapidly, with very little up-front investment from the client."