CCaaS.nu - integration

CRM integration

Exceed your customer’s expectations

Exceeding your customer’s expectations is easier than you think. Let your agents in the call center know who is calling and what their history is before taking a call.

Reduce average handling time (AHT) by 20%

Making a business case for a CRM/ERP integration with a call center software solution by ViPcom is easy. With a so-called CTI integration, you can reduce average handling time (AHT) by up to 20%. A significant saving which is directly reflected in your total staff costs. Experience has shown that the costs for integration only amount to 10% of the resulting savings.

Information directly available, work from a single screen

Making call center functionalities available in your CRM or ERP package enables agents and supervisors to work from a single screen. Calls are offered and can be initiated from your package. All required and relevant information is readily available and your employees do not need to look up customer information in advance.

Integration is the solution

Via CTI technology, the call control buttons of your call center software application are integrated into your CRM or ERP package. This way, a connection to the customer base is established in real-time based on unique parameters such as number recognition. For both incoming and outgoing calls, you immediately have access to all relevant and current data. The system displays the caller’s customer card to the agent, which contains their full history and information. This way, calls can be handled more efficiently and effectively. An integration with CRM or ERP packages, such as Microsoft Dynamics CRM or Salesforce, is easily accomplished.

Benefits of CRM integration

  • Up to 20% savings
  • Prevents annoyance of employees and customers
  • Available to anyone who has regular customer contact
  • Safe and reliable
  • No expensive investments