Paul Clark has shared his perspective, as Chief Technology Officer, on the upcoming Microsoft Teams integration for CloudCall. He sheds some light on where the inspiration for the platform has come from and the functionality that is being created.
How did the idea of CloudCall’s Team integration come about?
“We’ve spoken with numerous customers and they’ve all told us their biggest pain point is that they have to frequently switch between Teams and their CRM system throughout the day, which is time-consuming, inefficient and increases the risk of incorrect data entry,”
“For businesses to operate successfully, employees must be able to chat freely with their colleagues – often, the little conversations we have as we pass by our colleagues’ desks are the ones where we come up with our best ideas and or solve critical problems. “In organisations where employees are trying to develop meaningful relationships with existing customers and prospective clients, these conversations are actually the ‘magic oil’ that keeps the office engine running smoothly and seamlessly. However, if they have to keep leaving the Teams environment to go and find information in the CRM, these conversations become difficult and disjointed, which will discourage employees from using the systems.”
What does the integration mean for the users of both CloudCall and Microsoft Teams?
“We’ve integrated our powerful communications tools into Teams so that users no longer have to switch between the communication platform and the CRM system. Instead, they simply start the CloudCall app from within Teams and then can easily search the CRM for information about existing or prospective customers. In addition, they can share it with colleagues and initiate a meeting to discuss it further, or they can immediately start a conversation with a customer or prospect via phone, video or SMS chat. Once the conversation is finished, everything including the call recording, SMS or video chat is automatically synchronised with the CRM.”
Are there plans to further develop the platform in the future?
“Our solution already alleviates the issues our customers highlighted and empowers them to work more efficiently and productively, but we’ve put together a team of highly skilled experts who are dedicated to continually enhancing its capabilities. We’re currently trialling the beta version with 13 of our customers and we will use their feedback to help us determine which new functionalities to add before making it widely available. Ultimately, our aim is to create a mechanism whereby our customers can easily configure the standard solution to fit their individual business.”
How does this impact those who are working remotely?
“I don’t think we’ll ever go back to working how we were before the pandemic. But companies can use our solution to seamlessly recreate the office experience and empower their employees to communicate intuitively with their colleagues, while accessing all of the information they need to work efficiently and provide an exceptional service to their clients.”
CloudCall for Microsoft teams is planned to be released on 9th November. Register your interest now.