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Category Archives: CRM

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Call Center CRM Integration: Complete Guide

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Call Center CRM Integration-Complete Guide

The call center and BPO industries have been growing for many years. With the revolution in the digitization sphere, the customers have become more informed and competition has been fierce. That’s the reason more and more businesses have started understanding the worth of a customer support and call center department.

The organizations either outsource their projects to renowned call centers or they buy call center software and set up an in-house customer care team. To provide improved and the best customer support, you will also need a CRM (Customer Relationship Management) solution. CRM is a huge system that helps your support and business development teams to manage and automate lead conversion and lead nurturing tasks.

The call center software and CRM solution are two different systems and generally, the agents and staff need to switch back and forth between these two systems to perform lead nurturing and customer support tasks. This results in delayed response, decreased productivity, long call wrap-up time, and some other concerns that negatively affect the revenues and business.

CRM Call Center Integration

This is a service offered by the experts that integrate the CRM solution into call center software and vice versa, based on your requirements. Once these two solutions are successfully integrated, you can use both of these solutions within a single system.

For example, you can get a call widget from call center software within the CRM solution. On the other hand, you can access lead information as well as edit and/or add lead information in the CRM solution from Call center software.

Here is the video that provides a step-wise guide on CRM Call Center Integration:

The experts can integrate your existing solutions with each other so you don’t need to worry about data loss or data migration. You can integrate any custom or open-source solution. Some of the most commonly used call center and CRM solutions are listed below:

Pros of CRM Call Center Software Integration:

There are many benefits of integrating a CRM solution in the call center solution and vice versa. Let’s have a look at the top 15 benefits of the same:

  1. Flexible and Convenient
  2. One time process
  3. No need for data migration
  4. No investment of time or money to learn a new solution
  5. No need to switch windows
  6. Provide personalized response to callers
  7. Update CRM data from call center software
  8. Get click to call and call center call widget within the CRM solution
  9. Save time
  10. Reduce the call wrap-up time
  11. Increase productivity
  12. Increase customer delight
  13. Improve Customer Loyalty
  14. Improve revenues
  15. Increase ROI

These are the 15 major benefits of Call center and CRM Integration. It will combine features of both systems within a single window.

We, Elisiontec, have benefited many clients all across the globe with our best in the industry call center and CRM solution integration service. We would be happy to provide free consultation and a free quote. Contact us to initiate discussion.

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WebRTC vTiger Integration: Facts and Benefits

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WebRTC vTiger Integration

vTiger CRM Solution

vTiger is most widely adopted CRM solution. It is an open source and it offers all simple to advanced CRM aka Customer Relationship Management features and functionalities to empower lead management as well as making lead conversion and lead nurturing process simpler and faster. It has both, paid and free CRM versions to offer.

WebRTC Solution

WebRTC introduced web browser based communication solution to support real time communication. Its full form is Web Real Time Communication which allows you to make audio and video call using your web browsers.

Furthermore, the WebRTC solution also offers additional communication features such as Instant Messaging (chat), file share and image share support full fledged communication.

vTiger WebRTC Integration

We, Elisiontec, have introduced a service which combines power of these two powerful systems called vTiger CRM solution and WebRTC based communication solution.

The service is named as the “vTiger WebRTC Integration service”. We integrate WebRTC based communication solution which is also known as WebRTC based Webphone into vTiger CRM system.

This vTiger WebRTC solution integration service will:

  • Enable click-call feature within the CRM system
  • Enable browser based calling within the CRM system

How will it work?

Once WebRTC is integrated in your vTiger CRM system, then it can be used as below:

  • Your agent will click on the number of a lead (customer or prospect)
  • Call will be generated within the CRM using WebRTC’s browser based calling functionality
  • The agent can have a conversation using the WebRTC and can provide personalized experience to the customer by using available information in the vTiger CRM system

Top 5 Key Benefits of Integration of vTiger and WebRTC:

1. Eliminate additional hardware and software for calling

Once you integrate WebRTC based webphone in your vTiger CRM system, you don’t need to use IP phones or any other phone hardware. This will eliminate all hardware and wiring required for setting up the hardware based communication solution.

Also, you don’t need to install any softphone. This will eliminate all additional software, plug-ins and add-ons, which are required for calling. This is because WebRTC doesn’t need any software for calling. It offers the browser based communication solution to provide the Real Time communication solution.

2. Save time

This will obviously save a lot of time as now, the agent neither needs to manually dial a number from his phone hardware nor needs to setup tools and a softphone before calling.

All he needs to do is click on the lead record and phone will be generated. This will save a lot of time from manual calling as well as maintenance of communication related hardware and software.

3. Increase productivity

The calling will be performed faster and in a simpler way compared to other communication solution. Furthermore, the agent doesn’t need to open multiple solutions for calling and lead data. Everything is available within a single screen. This will increase productivity of the agent.

4. Save money

Each business has to save money as much as it can to keep profit margin higher. The WebRTC integration with vTiger will help to achieve this business goal. As you can see it will eliminate all additional hardware and software required for calling, it will save a huge capital investment as well as maintenance cost.

5. Increased profit

The collective number of saved time and increased productivity will make a huge difference in the business. Furthermore, the saved money over capital and maintenance will further help in increased returns over investment. Also, the improved staff productivity will increase profit margin.

Want to learn more about how further vTiger WebRTC integration can benefit your business or how can we set it up for you? Contact us.

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Why You Must Use vTiger CRM to Benefit Your Business?

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vTiger CRM Benefits for Business

vTiger is one of the most popular CRM (Customer Relationship Management) Solution. It is used by many small, mid and large scaled companies around the globe due to a host of features and benefits it offers.

The vTiger CRM system has contributed to the growth of many companies by making the operations and lead management streamlined and well organized.

If you are still not using this amazing CRM solution, then here are top 5 reasons to use vTiger CRM Solution for lead management and business operations.

Free Open Source License with Affordable custom modules

The vTiger CRM system is free to use and come with a lifetime free license. Thus, you don’t need to pay anything additional to start using it. You can also take a help of your developers or any vTiger customization service provider company to apply white label. (more…)

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