15 VoIP Providers and 8 CRM: Compatibility Overview

We added a brief translation of the compatibility review of virtual PBX and CRM, popular in the west, from the GetVoIP team. There is a scheme of available options for integrating services with each other and “squeezing” the profit of such integrations for users. The latter, in general, mirrors the integration of Russian service analogs.

Thanks to the author - Matt Grech - for the work. Next, we present the main theses from his article. And in the table above you will find data on ready-made integrations of IP-telephony and CRM providers existing in the Western market. Of course, there is always more than one way to integrate popular (and not only) solutions with each other - even if you see a dash in the list, we’ll keep in mind that, as a rule, the API of such services allows you to create a DIY scheme.

What for

Integrations link together individual tools, allowing companies to work faster and more efficiently. It does not matter what happens: do call center operators receive information about the calling client at the same second the incoming call is distributed, or, say, the company is experimenting with Slack to manage employees on the remote site.

The main profit of telephony integration with CRM is improving the quality of employees' work: they receive timely information about the context of an incoming call, without being distracted by its search during a call. The better-trained operators quickly resolve issues for callers and make them happier.

how

Entries from the client's card or problem tickets for it can be read, edited, revised and saved without switching between different interfaces. In general, at the disposal of the employee immediately (with the help of a pop-up when an incoming call) are received:

• client company name and its accompanying characteristics from CRM;
• history of interaction with this client, including the history of incoming and outgoing calls;
• its status (position) relative to the sales funnel built in the company's business processes.

Of course, the final functionality of telephony integration with CRM depends heavily on the specific services that are interconnected.

If there is no box solution

To the maximum extent pumped in terms of elaboration of ready-made integrations with CRM Nextiva and RingCentral. However, most services are technologically developed so much that it’s not a problem for a developer to link any two API services. As a backup option, there are always integrators like Tenfold or Zapier, which close all the missing integration schemes from the table above.