Cloud Phone System For Modern Businesses

VoIP & CRM Integration: a Good Match to Supercharge Business

VoIP & CRM Integration: a Good Match to Supercharge Business

Last week, we launched the new firmware version for S-Series VoIP PBX (v30.13.0.15), K2 IP-PBX (v80.13.0.15) and Yeastar Cloud PBX (v81.13.0.15) which introduces the Zoho Integration App with the following features:

  • Click to Call: click on any phone number to make a call directly from Zoho
  • Call Pop-up: customer profiles are pushed to the screen when Zoho contacts call in
  • Call Journal: sync call logs to Zoho CRM automatically
  • Click here to learn more

This blog will walk you through how CRM & VoIP integration empowers businesses and show how our Zoho Integration App stands out from the competition.


How VoIP & CRM Integration Creates Values

One of the many benefits of today’s VoIP systems is the capacity of integrating with other business applications. According to Software Advice, CRM is one of the most popular types of software integrated with UC systems (40 percent). The customer relationship management (CRM) software helps businesses keep track of leads, prospects, and customer relations, and has witnessed a dramatic increase in adoption in recent years. Aligning the business communications system with CRM unlocks greater possibilities. The two systems complement each other, helping create an integrated workflow, streamline sales and service communications, and provide employees access to a wide range of valuable data. Here are 4 major benefits that businesses can expect from an effective VoIP and CRM integration.

1. Real-time Data Collection

Every interaction with a customer offers valuable insight into your business. With information such as inbound and outbound call details (date, time and duration, etc.), voicemail, recording, etc., employees will have a comprehensive view of a customer and easy access to the information they need to maintain conversation continuity. By analyzing these data, companies will gain deeper insight into customer interactions. Among the team, employees can share call notes and comments to facilitate advanced analytic, speed problem solving and decision-making.

2. Personalized Customer Service

Connecting VoIP and CRM together, your staff will be able to deliver a superior level of personalization by accessing comprehensive data while calling. With call pop-up providing a holistic view of customers, sales and support agents can anticipate customers’ needs in real-time. The relevant contact profiles help them better assess the context of incoming calls and come up with the most satisfactory response. For example, sales agents can use a customer’s browsing history and past purchase to predict his needs while support agents can better understand the issue a customer encountered from his troubleshooting history and past support tickets. Therefore, smooth customer engagement enables businesses to craft better and firm customer relationships.

3. Increased Efficiency and Productivity

According to HubSpot, salespeople spend 17 percent of their time on data entry, and just one-third of their time on actually selling. Before aligning the business phone system and CRM platform, communication and data are separate from each other. To link phone calls with customer details requires manual works, which is quite possible that certain calls or important information get lost or forgotten. VoIP and CRM integration breaks the data silos by tracking and recording real-time call logs automatically, thus eliminating the grunt work of looking up and entering in information. Staff members can add notes to a customer’s profile at any point during a conversation. Besides, the integration also enables employees to launch calls from the CRM system with a single click, saving time from manually dialing and eliminating dialing errors.

4. Easier Team Management

Effective integration of VoIP with CRM collects a wide range of vital data that provides valuable insights into employee performance. Supervisors and managers will receive useful, quantifiable data on each salesperson’s performance, helping them analyzing staff capabilities, optimizing requirements, monitoring daily activities, assigning workload and making necessary changes and improvements. For example, if a specific sales agent has phone calls with a particular customer that are longer than average, managers can quickly find out and take appropriate actions. It is also an effective way to evaluate business practices by tracking the most important sales and customer metrics on a long-term basis.


Yeastar’s Zoho Integration App: An Out-of-the-Box Solution

Both service providers and their customers are exploring VoIP integration with other business systems to extend the usage. Let’s take a closer look and find out how our newly launched Zoho Integration App differentiates.

Quick and Easy Integration Without License

When shopping around for a business VoIP provider, businesses have been attaching greater importance to the capability of supporting integration with 3rd party business applications. Some reputable vendors offer quick and easy built-in integration; some may charge extra for each integration; some include it in certain pricing plans. Compared to many other vendors, Yeastar offers an incredibly simple pre-built solution to integrate with Zoho CRM. Users can easily complete the integration by following an intuitive step-by-step guide in minutes without any painful API settings. The whole process is straight-forward and requires no license.

Free & One for All

Besides Zoho CRM, Yeastar Zoho Integration App also supports integration with Zoho One, Zoho Mail, Zoho Recruit and Zoho Desk*. One simple integration process will facilitate the integration of them all.
* integration support for Zoho Desk is dependent on Zoho and will come soon.

Adding Extra Values to Your Portfolio

No business can function well in isolation. It may require many systems, tools, and technologies to work out a comprehensive solution. DIY integrations are relatively rare, and the greatest percentage (42 percent) prefer to use a local reseller of a major vendor’s VoIP solution to perform integrations (source: Software Advice). Considering the wide adoption of VoIP and CRM in modern businesses, an easily deployable integrated solution that unleashes potentials and enables customers to pay less for more will win more sales opportunities for resellers and solution providers.

An In-depth Look: Free Trial

To have a test drive, you can sign up for Yeastar Cloud PBX free trial to experience the integration yourself.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.