PABX Integration
CRM Online has developed a number of tools to allow tightly integrated CRM and telephony integration. The two technologies are often complimentary and can have the following benefits:
- Reduced entry time since incoming customer recognition opens CRM system at customer record
- One click dialing simplifies the call out process
- Streamlines telemarketing campaigns when used with a correctly configured CRM
This page covers the two key technologies used in the integration of CRM and PABX systems.
Click to Dial for Firefox
The click to dial plugin for firefox has been developed by CRM Online to convert any phone number on any website into a click link that automatically dials out when clicked on. The plugin works with the following systems:
- Asterisk PABX
- X-lite software VOIP phone (any provider)
- Skype
- Hosttel hosted PABX
Since the plugin has been developed to be cross platform, it enables any web application to integrate with your phone system, whether to streamline the customer support process, call clients or even run a telemarketing campaign.
Automatic Caller Recnogition
The automatic screen pops / caller recognition system integrates with certain phone systems to to the following:
- When an incoming call is received, a CRM screen is opened that searches the database for a matching contact
- If a contact, account or lead is found, the record is opened, ready for entry
- If no matching record is found, the new lead page is opened, ready for entry
Note that the above workflow can be customized depending on the application. For example, a help desk application may require that the system open the “New Case” screen instead of the customer screen.
The caller recognition systems work with both the Asterisk PABX and the Hosttel hosted PABX system and work out of the box with both info@hand and SugarCRM systems. The technology can be implemented in custom applications if required.