Sales and customer service teams spend most of their time on the phone and in their CRM. But too many times these systems are not connected, leading to wasted time and frustration. And while you may know that closing the gap between those two systems will improve the quality and quantity of work from your employees, it’s hard to know where to begin when looking for a telephony CRM integration vendor.
First, it’s important to consider what features are most important to you.
- Are you looking for click-to-dial, allowing you to make calls directly from your CRM?
- Would call recording help you with training and compliance?
- Do you need call analytics to gain more insight into the activities of your team?
These are just a few of the very useful features available, and it’s important to ensure the solution you choose has everything you need. To do this, make a list of your must-haves when evaluating a vendor.
Second, consider the technical and support requirements.
It’s important to know what infrastructure you’ll need in place to implement this integration. Make sure the vendor you choose can work with your current phone system or provide one if necessary.
Download our Buyer’s Guide to Telephony and CRM Integration Software for a full list of the most popular and useful software and telephony features to consider. Inside, find definitions of all these features so you can thoroughly assess what will benefit your business most. Also, learn what support requirements you will need to consider and essential questions to ask.
At the end of the guide, get a free check-list to use when evaluating possible vendors.