6 Benefits of Using Vtiger Telephony Integration
Posted: Sat Dec 21, 2024 4:32 am
Jake was on the road when his manager called him to contact an old client. The customer seemed interested in a new product Jake’s company was launching.
On the road, with no WIFI and a weak mobile signal, he had to rely on his colleagues in the office to get detailed information about the client, especially the history of previous transactions. Even when he got to a motel with WIFI, he was still scouring for information, coordinating with his colleagues from multiple teams to get updates.
Jake’s company, Kitchen Tech, made kitchen equipment for Phone Number Database restaurants, cafes, and food service businesses. And they relied on a basic CRM and a variety of other tools to manage their data.
Does this story sound familiar? Wouldn’t you like to use a CRM that actually helped solve the problems above?
An all-in-one solution that would have customer data available on one screen and also allow you to contact the customer?
Stay until the end to find out how Jake was able to avoid this chaos!
Long gone are the days of “phones” where a “phone operator” would take your request and connect your call to the person and/or number you wanted to talk to.
Today, our phones are integrated with computers, allowing us to handle incoming and outgoing calls right from your desktop – all thanks to a technology called Computer Telephony Integration (CTI).
CTI allows you to make/receive calls, log calls, identify callers, record call transcripts, transfer calls, etc. It has expanded to include other devices such as mobile phones, tablets, laptops, etc.
And it is also called Telephony Integration .
Telephony and CRM Integration
How can you leave behind the many software applications integrated with telephony?
Now your telephone systems can be connected to the CRM software on your computer.
Your employees, including sales and customer support, can make and receive calls directly from the CRM screens with both other employees and customers.
Today, CRMs also make it easy to integrate multiple telephony systems with CRM.
They provide you with features such as call logs, caller ID, call transfer, pre-recorded messages, call recording, availability of historical customer data, notes, etc. They can also provide customer data from multiple applications on the CRM screens. Very convenient for sales and customer support departments!
Note: Despite these benefits, many companies still shy away from adopting technology, preferring to rely on outdated telephone systems, manual data entry, etc. Especially small and medium-sized companies.
Integration of telephony into Vtiger CRM
Telephony is one of the many communication channels in Vtiger, along with email, web, chat, social media, documents, SMS, and WhatsApp.
Vtiger CRM’s telephony integration module is designed to enhance customer service by helping you manage your calls directly from the CRM interface. The numerous features in the module are aimed at reducing costs, increasing employee productivity, providing a single source of information… essentially, helping you achieve your business goals.
Features of Vtiger CRM Telephony Integration
Tap to Call - Manage your incoming and outgoing calls with a simple one-tap call feature.
Incoming Call Popup - Display Customer Information
Built-in Dialer - Use the dialer to call your contacts
Call Logs - Use call log entries to view customer call history and get call information
Call Recording - Record your calls and use them to improve customer service by collecting customer feedback.
Call Forwarding - Make Sure You Don't Miss Customer Calls
Calculate, Vtiger's AI/ML feature - Action points from call transcripts can now be automatically captured using AI. Our AI/ML feature, Calculus, sends an email to sales reps after the call with action points.
Integration with multiple telephony service providers
Additionally… the “Click to Call” feature (phone icon) appears on the contact record, making it easy to call your customer.
The contact record acts as a repository for contact information. Before calling or receiving a call, your team will be able to:
Get a 360-degree view of your contact data on a single platform.
Take notes during or after the conversation.
Record and review transcripts of conversations.
Collect customer feedback from conversation transcripts.
Create reports and analytics on the number of calls.
Use the information from the call transcripts to train and coach your sales and customer support teams. For example, did the sales rep handle objections well? Were they able to resolve the issue to the customer's satisfaction?
So how does our integrated telephony work?
Let's say your service provider is Twilio.
Case 1: When you call a contact.
The contact record contains all the data related to the contact. The salesperson or support agent can directly call the contact from the CRM by clicking on the phone icon that appears in the contact record. The CRM connects to Twilio, which in turn routes the call to the customer.
Case 2: When a contact calls you.
When a contact calls you, the CRM identifies the caller by the phone number in the contact record. The CRM also displays relevant contact information about the contact, such as deals, quotes, issues, etc. With all the contact data readily available, the salesperson or support agent is better prepared for the conversation.
Benefits of Using Vtiger's Built-in Telephony Feature
Your business can reap many benefits when integrating your CRM with your phone systems or services.
When you use these features, your sales team spends less time researching a contact; your support team will be able to resolve customer issues quickly.
So, what are the benefits of using Vtiger’s telephony integration feature?
1. Increased call volume:
With click-to-call and built-in dialer features:
Your sales team can reach more leads and contacts.
Your support team will handle more customer calls and resolve more issues.
With greater reach and faster response, your customer base will grow exponentially.
2. Improved call quality – meaningful conversations
To improve the quality of your customer interactions, all communications should be recorded. This will help you have meaningful conversations with that contact in the future. Call transcripts and notes you can take during or after the call help keep a record of the discussion.
Sales reps and customer service agents can review these recordings for historical data.
Trainers, coaches, and managers can view these records and guide or coach your teams to achieve better engagement.
3. Increased Productivity – Increased Customer Engagement –
Features like call forwarding, caller ID, and missed calls help your teams respond faster. The CRM routes incoming calls to agents based on their availability and displays caller details, allowing agents to schedule responses.
Worried about missed calls? Don’t be. Setting up responses to calls that come in outside of business hours, including holidays, ensures that you don’t miss important calls and provide quality service. You can also set reminders to call the customer back.
4. Increased Sales and Conversion Rates
– Context is king, right?
A contact record contains details about the customer interaction, deal details, issues, and any notes you may have made about the customer are available in the contact record itself. You can also listen to recordings of conversations to see if you missed any important points.
So the next time you talk to a client, you’ll have all the information at your fingertips. Not only will you be making informed decisions; you’ll be well on your way to building a great relationship.
5. Performance Analysis
Generate reports and get performance insights. Call logs help you by storing data on the number of calls, missed calls, call duration, time spent by agents on calls, etc.
This will help you streamline customer interaction processes and optimize the efficiency of your teams.
6. Reduce Infrastructure Costs – Ease of Scaling
Traditional telephony requires significant infrastructure costs that increase as you expand. When you integrate CRM with phone systems, you can scale without reinvesting in infrastructure, even as you add people to your team. Maintenance costs are virtually zero.
Did you know?
You can now connect to Vtiger CRM using your existing phone system.
Vtiger provides integration with the following telephony service providers: Twilio, Plivo, Asterisk, Exotel, VICIdial, Telzio, Clickatell, Knowlarity Duocom.
On the road, with no WIFI and a weak mobile signal, he had to rely on his colleagues in the office to get detailed information about the client, especially the history of previous transactions. Even when he got to a motel with WIFI, he was still scouring for information, coordinating with his colleagues from multiple teams to get updates.
Jake’s company, Kitchen Tech, made kitchen equipment for Phone Number Database restaurants, cafes, and food service businesses. And they relied on a basic CRM and a variety of other tools to manage their data.
Does this story sound familiar? Wouldn’t you like to use a CRM that actually helped solve the problems above?
An all-in-one solution that would have customer data available on one screen and also allow you to contact the customer?
Stay until the end to find out how Jake was able to avoid this chaos!
Long gone are the days of “phones” where a “phone operator” would take your request and connect your call to the person and/or number you wanted to talk to.
Today, our phones are integrated with computers, allowing us to handle incoming and outgoing calls right from your desktop – all thanks to a technology called Computer Telephony Integration (CTI).
CTI allows you to make/receive calls, log calls, identify callers, record call transcripts, transfer calls, etc. It has expanded to include other devices such as mobile phones, tablets, laptops, etc.
And it is also called Telephony Integration .
Telephony and CRM Integration
How can you leave behind the many software applications integrated with telephony?
Now your telephone systems can be connected to the CRM software on your computer.
Your employees, including sales and customer support, can make and receive calls directly from the CRM screens with both other employees and customers.
Today, CRMs also make it easy to integrate multiple telephony systems with CRM.
They provide you with features such as call logs, caller ID, call transfer, pre-recorded messages, call recording, availability of historical customer data, notes, etc. They can also provide customer data from multiple applications on the CRM screens. Very convenient for sales and customer support departments!
Note: Despite these benefits, many companies still shy away from adopting technology, preferring to rely on outdated telephone systems, manual data entry, etc. Especially small and medium-sized companies.
Integration of telephony into Vtiger CRM
Telephony is one of the many communication channels in Vtiger, along with email, web, chat, social media, documents, SMS, and WhatsApp.
Vtiger CRM’s telephony integration module is designed to enhance customer service by helping you manage your calls directly from the CRM interface. The numerous features in the module are aimed at reducing costs, increasing employee productivity, providing a single source of information… essentially, helping you achieve your business goals.
Features of Vtiger CRM Telephony Integration
Tap to Call - Manage your incoming and outgoing calls with a simple one-tap call feature.
Incoming Call Popup - Display Customer Information
Built-in Dialer - Use the dialer to call your contacts
Call Logs - Use call log entries to view customer call history and get call information
Call Recording - Record your calls and use them to improve customer service by collecting customer feedback.
Call Forwarding - Make Sure You Don't Miss Customer Calls
Calculate, Vtiger's AI/ML feature - Action points from call transcripts can now be automatically captured using AI. Our AI/ML feature, Calculus, sends an email to sales reps after the call with action points.
Integration with multiple telephony service providers
Additionally… the “Click to Call” feature (phone icon) appears on the contact record, making it easy to call your customer.
The contact record acts as a repository for contact information. Before calling or receiving a call, your team will be able to:
Get a 360-degree view of your contact data on a single platform.
Take notes during or after the conversation.
Record and review transcripts of conversations.
Collect customer feedback from conversation transcripts.
Create reports and analytics on the number of calls.
Use the information from the call transcripts to train and coach your sales and customer support teams. For example, did the sales rep handle objections well? Were they able to resolve the issue to the customer's satisfaction?
So how does our integrated telephony work?
Let's say your service provider is Twilio.
Case 1: When you call a contact.
The contact record contains all the data related to the contact. The salesperson or support agent can directly call the contact from the CRM by clicking on the phone icon that appears in the contact record. The CRM connects to Twilio, which in turn routes the call to the customer.
Case 2: When a contact calls you.
When a contact calls you, the CRM identifies the caller by the phone number in the contact record. The CRM also displays relevant contact information about the contact, such as deals, quotes, issues, etc. With all the contact data readily available, the salesperson or support agent is better prepared for the conversation.
Benefits of Using Vtiger's Built-in Telephony Feature
Your business can reap many benefits when integrating your CRM with your phone systems or services.
When you use these features, your sales team spends less time researching a contact; your support team will be able to resolve customer issues quickly.
So, what are the benefits of using Vtiger’s telephony integration feature?
1. Increased call volume:
With click-to-call and built-in dialer features:
Your sales team can reach more leads and contacts.
Your support team will handle more customer calls and resolve more issues.
With greater reach and faster response, your customer base will grow exponentially.
2. Improved call quality – meaningful conversations
To improve the quality of your customer interactions, all communications should be recorded. This will help you have meaningful conversations with that contact in the future. Call transcripts and notes you can take during or after the call help keep a record of the discussion.
Sales reps and customer service agents can review these recordings for historical data.
Trainers, coaches, and managers can view these records and guide or coach your teams to achieve better engagement.
3. Increased Productivity – Increased Customer Engagement –
Features like call forwarding, caller ID, and missed calls help your teams respond faster. The CRM routes incoming calls to agents based on their availability and displays caller details, allowing agents to schedule responses.
Worried about missed calls? Don’t be. Setting up responses to calls that come in outside of business hours, including holidays, ensures that you don’t miss important calls and provide quality service. You can also set reminders to call the customer back.
4. Increased Sales and Conversion Rates
– Context is king, right?
A contact record contains details about the customer interaction, deal details, issues, and any notes you may have made about the customer are available in the contact record itself. You can also listen to recordings of conversations to see if you missed any important points.
So the next time you talk to a client, you’ll have all the information at your fingertips. Not only will you be making informed decisions; you’ll be well on your way to building a great relationship.
5. Performance Analysis
Generate reports and get performance insights. Call logs help you by storing data on the number of calls, missed calls, call duration, time spent by agents on calls, etc.
This will help you streamline customer interaction processes and optimize the efficiency of your teams.
6. Reduce Infrastructure Costs – Ease of Scaling
Traditional telephony requires significant infrastructure costs that increase as you expand. When you integrate CRM with phone systems, you can scale without reinvesting in infrastructure, even as you add people to your team. Maintenance costs are virtually zero.
Did you know?
You can now connect to Vtiger CRM using your existing phone system.
Vtiger provides integration with the following telephony service providers: Twilio, Plivo, Asterisk, Exotel, VICIdial, Telzio, Clickatell, Knowlarity Duocom.