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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:

Integration of DialShree Contact Center Solution with Custom CRM

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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VICIDial vs Custom Contact Center Solution

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Call Center Software is one of the most important tools for any small to big call center or contact center. There are many call center software available in the market, including open source and custom solutions and this makes confusion in many call center owners.

Whether to use GoAutoDial or VICIDial open source solution or custom call center software? If you, too, are facing this question, fret not! This article will guide you to have a clear answer for your question of which is the best call center solution for you.

To define the best contact center solution for you, we will consider three important factors which are listed below:

Cost

When you start thinking about purchasing contact center software, the first thing comes in mind is budget aka cost. If you have a very tight budget, the best contact center solution for you is VICIDial Solution. It is an open source software and available for free. The only cost aka fee you need to pay is installation and setup fee for the VICIDial expert who perform this task for you. (more…)

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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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Elision’s Custom VICIDial Module Empowered ‘Remote Agent’ Work Model

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VICIDial Custom Module - Elisiontec

Remote Agent is a growing trend in the call center industry and many call centers have started supporting that due to multiple benefits it offers which include:

  • Wider access to talented call center agents to choose for your own call center
  • No issue of Human Resource management
  • Save money on infrastructure expense to support onsite staff
  • Save money for physical space
  • And more

These call centers use one or another call center software to streamline their work with the onsite and remote agents. The call center software not only makes things well organized, but also makes it automated, fast and tractable. The VICIDial is one of the most commonly used contact center solution across the globe.

In a generic scenario, a remote agent who works from home needs to log into the call center solution or web client and then start calling or answering the calls. This makes logging into the system necessity. Sometimes this is not that flexible for an agent as it creates a lot of restrictions.

Some of these restrictions or roadblocks to a smooth working for a remote agent are listed below:

  • The agent must have a system access
  • The agent must have good internet connection as this type of software work on internet protocols

All agents may not have such high end infrastructure. Also, this restricts the original idea of remote working as the agent has to be at some place with supporting infrastructure. One more serious issue with Indian companies is due to TRAI RULES which restricts IP telephony in India.

According to TRAI, you cannot use VoIP (Voice over Internet Protocol) for calling purpose. This law breaking has serious penalties and jail sentence as well. Thus, for Indian Call Centers it becomes even more difficult to support work from home model for their call center or customer support center.

Elision has come up with one stop solution for all barriers to remote agent work model for Indian and global call centers.

Elisiontec’s call center and VICIDial experts have developed an advanced module to fully support the ‘Remote Agent Model’.  This module can work for both, on-premises and cloud based call center solutions. Let us explain how:

  • The VICIDial custom model implementation will allow an agent to work from anywhere with his cell phone or Smartphone. It means he doesn’t need to access the call center software or VICIDial client to operate; all he needs is a phone. (Please be advised this phone will be registered into the VICIDial system with the stated custom module and the agent has to use the registered phone number for his call center operations)
  • For Indian call centers, Elisiontec has made additional provision which ensure to use PRI lines instead of VoIP lines which ensures you adhere the TRAI rules and regulation and avoid any legal issues. Isn’t it cool? A completely operational call center solution along with the law adherence

The agent can perform calling using this registered cell phone number and the custom VICIDial module of Elsiiontec will track each and every activity of the agent.

It means get an extensive range of reports which is bread and butter for any call center operations. There are many other benefits which can empower the ‘Remote Agent’ model for call centers in India and across the globe by removing all barriers.

Elisiontec also has an advanced contact center solution, namely, Dialshree. This contact center solution supports ‘Remote Agent’ and many other value added features. It can work on both, on-premises and cloud environment.

Why don’t you contact us for further technical detailing and getting answers of your queries? Our executives would be glad to show you demo and further details.

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Top 3 Things to Look For While Hiring a VoIP Developer

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Tip to Hire VoIP Developer

VoIP solutions are getting integrated by many companies nowadays due to the benefits it offers. The companies may need different features in their VoIP solution and after VoIP solution development; they may need ongoing support services.

Thus, it is always a good idea to hire a VoIP developer who not only develops all the features you are looking for, but also stays together to provide ongoing support as and when required.

If you, too, are looking for hiring a VoIP Developer, this article shares top 3 things to look for while hiring a VoIP developer to ensure you get the best one! (more…)

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