CRM integration overview
- 17 Apr 2023
- 2 Minutes to read
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CRM integration overview
- Updated on 17 Apr 2023
- 2 Minutes to read
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- PDF
Article Summary
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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.
| Feature | Description |
|---|---|
| Click-to-call | Agents initiate calls in the CRM by clicking an icon or link instead of manually dialing the number |
| Calling List Import | Voiso pulls selected contact phone numbers directly from the CRM database for Dialer campaigns |
| Screen Pop | The contact record is automatically displayed in the CRM when an agent handles a call in Voiso |
| Call History | Call outcome logging and call details are automatically transmitted to the CRM database after a call |
CRM Support
Voiso offers pre-built integrations for the following CRMs; however, other integrations are possible. Contact your account representative for more information.
| Integration | Click-to-call | Screen pop | Calling list import | Call history |
|---|---|---|---|---|
| Salesforce | ✔ | ✔ | ✔ | ✔ |
| Hubspot | ✔ | ✔ | ✔ | ✔ |
| Zoho | ✔ | ✔ | ✔ | ✔ |
| Freshdesk | ✔ | ✖ | ✖ | ✖ |
| Bitrix24 | ✔ | ✖ | ✖ | ✖ |
| Syntellicore | ✔ | ✖ | ✖ | ✔ |
| ProftIT | ✔ | ✔ | ✔ | ✔ |
| Panda | ✔ | ✔ | ✔ | ✔ |
| PUMA | ✔ | ✔ | ✔ | ✔ |
| Leverate | ✔ | ✖ | ✖ | ✖ |
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