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Telephony with CRM Integration – A top priority for Customer Experience 

Posted by: Jo Love
Category: Blog, Business Phone System, Hosted Phone System, Oxfordshire telecoms, Unified Communications

We can’t highlight enough the hours our customers save and how much their CX improves once they have integrated their telephony with their CRM system. Our integrated Customer Relationship Management (CRM) is perfect for contact centres or any business that makes and accepts regular calls from customers. Here is just a brief overview of the top features that our customers love:

Caller Preview

Want a heads up on who is calling? No more time spent moving between apps to find the right customer information during the start of a call. The Caller Preview is presented to the call handler with the customer’s name before the call starts, making it easier to identify the customer and meet their needs.

Click to Dial

A CRM integration includes click-to-dial so an agent can locate a contact within the CRM. It reduces the risk of misdialling and manually inputting the number.

Screen Pop

With screen pop, the customer’s records pop on the screen as the staff member takes the call. It makes it easier to recognise customers to solve queries more quickly.

Automatic Call Logging

This feature ensures the calls automatically map all customer interactions directly into the CRM. It captures the customer journey and stores all the information seamlessly.

Intelligent Routing

It means routing the call to the most appropriate agent based on customer data and previous interactions. The staff can play to their strengths and it there is no need to transfer between departments, which can be frustrating for the customer.

How does it Integrate? 

The CRM System and Cloud Hosted Telephone Solution exchange information and present it in a simple way for staff to use, benefiting the business and customers. It is offered as standard and works with a variety of providers.

It displays all information on one platform. Depending on the communication method: voice; email; or chat, it can feed the crucial information to the CRM, with all data stored in the cloud.

For further information on the solutions GHM provide, contact us on 01865 367111.

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