CRM Integration

Create a fast, real time, single customer view by integrating your customer contact solution with your Customer Relationship Management database.

What does it do?

Many CRM and customer contact databases still work independently with scheduled, or end of day bulk updates. This does not facilitate a real-time single customer view in today’s fast moving world.

Real Time CRM Integration from IPscape delivers the following benefits:

  • Optimises the customer experience with Computer Telephony Integration (CTI) that ‘pops’ customer details onto the agent screen
  • Increases sales effectiveness by providing a real-time single customer view
  • Increases customer satisfaction by automating all CRM updates with customer comments
  • Protects data integrity and compliance through automatic recording.

Real life examples of clients who are already benefiting from our CRM integration can be found on the customers page.

How do I benefit?

The Real Time CRM Integration solution adds a small but powerful toolbar to the existing CRM screen. This allows your business to make, receive and record calls from the CRM screen, whilst adding call details into the CRM record in real-time.

The fact that IPscape is a True Cloud platform means that integration with other true cloud CRM databases such as Salesforce.com can be completed within days and with minimal cost. This contrasts with on premise or hosted solutions where such integration is time consuming and often expensive.

Additional features can be added to the integration if needed e.g. the ability for calls to be routed automatically to the agent who had the last interaction with that customer.

In addition the IPscape and Salesforce.com applications can now be managed from an iPad or Android tablet – driving even greater organisational agility and control.

Key features

  • Use any phone, anywhere as the CRM telephony device
  • Instantly enabled CTI (Computer Telephony Integration) with CRM
  • Notification of incoming calls via on-screen and audio prompts.
  • Pop-up of relevant records in the CRM for incoming calls.
  • IPscape can also reference the IVR input of the customer from the client database
  • Outbound dial from CRM records using the IPscape toolbar
  • Call Outcome, Call Duration, Call Notes and location of Call Recording are all recorded automatically in the crm.

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