CRM integration overview

Who should read this article: Administrators

Voiso integrates with many mass market and niche CRMs to enable agents to make calls from the CRM and view customer profile Screen Pops for incoming calls, and to enable administrators to import Calling lists into Dialer Campaigns and transfer call outcome details back to the CRM.

Introduction

Customer relationship management (CRM) applications are the platforms that underpin many sales-oriented contact centers. Voiso's Contact Center as a Service (CCaaS) approach enables you to integrate the communication features of the Voiso application with the power of your CRM database.

Voiso offers the following CRM integration features. Some features are not available for all CRMs.

CRM support

Voiso offers pre-built integrations for the following CRMs; however, other integrations are possible. Contact your account representative for more information.

Integrations page

The Integrations page provides a single resource where you can manage the integration of Voiso with 3rd-party applications such as your CRM.

The status of each integration is displayed on the top right of the tile. Statuses include:

• Connect: Click the tile to review the integration features, how to connect it, and any prerequisites you should have in place before you begin.
• Connected: The integration is connected and active. Click the tile to review, reconnect, or disconnect the integration.
• Connection error: There is an issue with the connection. Click the tile to review, reconnect, or disconnect the integration.

To review, connect, disconnect, or reconnect an integration, click the appropriate tile. Each integration includes a set of panels that detail the features and advantages of the integration, a list of features, instructions on how to connect, and a list of prerequisites.