Level up your contact center with a telephony-CRM integration

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Zoho Blog</title><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/theme/css/zoho-blogs-wp-theme.css" /><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/common/css/zohodblogs.css" /><script type="text/javascript">(function(w,s){var e=document.createElement("script");e.type="text/javascript";e.async=true;e.src="https://zohotagmanager.cdn.pagesense.io/ztmjs/9e14ca550fb345518206a5a65a40a7a9.js";var x=document.getElementsByTagName("script")[0];x.parentNode.insertBefore(e,x);})(window,"script");</script></head><body site="zohodblogs" data-prdname="marketplace" data-prdname-display="Zoho Marketplace" class="post-template-default single single-post postid-8005 single-format-standard i18n-en category-marketplace path-node page-node-type-article-content"><div id="page" class="site"><div class="site-inner"><header id="masthead" class="site-header" role="banner"><div class="header-nav"><div class="brand-logo"><div class="hamburger-btn"><div class="hamburger-bar"></div></div><a href="/blog/" rel="home">Blog</a></div><div class="header-right-bar"><div class="header-search"><span class="btn-search fa fa-search icon-button-search"></span><form action="/blog/" method="get" role="search" id="searchform_topbar" class="search-top-bar-popup search-form"><label><span class="screen-reader-text">Search for:</span><input type="search" class="search-field-top-bar" id="search-field-top-bar" placeholder="Search…" value="" name="s" /></label><button type="submit" class="search-submit search-top-bar-submit" id="search-top-bar-submit"><span class="fa fa-search header-search-icon"></span><span class="screen-reader-text">Search</span></button></form></div><div class="language-selector header-lan-picker disabled"><span class="select-language"></span></div></div></div></header><div class="header-product-link"></div><div id="content" class="site-content container"><div id="primary" class="content-area row"><main id="main" class="site-main col-md-8 col-sm-12 col-xs-12" role="main"><article id="post-8005" class="post-8005 post type-post status-publish format-standard has-post-thumbnail hentry category-zoho-marketplace tag-extension-for-zoho-crm tag-cloud-telephony tag-cloud-contact-center tag-productivity tag-customer-engagement"><header class="entry-header"><h1 class="entry-title">Level up your contact center with a telephony-CRM integration</h1><div class="entry-info"><div class="posted-info"><span class="posted-on">Posted on <time class="entry-date published" datetime="24-11-07IST15:37:34+00:00">November 7, 2024</time></span><span class="author-info"> by <a href="/blog/author/subhi">Subhiksha S</a></span></div><span class="read-info"><span class="read-time">4</span> Mins Read</span></div></header><div class="entry-content"><p><img height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/marketplace/titlebanners/acefone_vo1.jpg" width="auto" /></p><p><meta charset="UTF-8" /></p><p data-doc-id="4504799000112314157" data-doc-type="writer" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","va":"baseline","type":"text","bgc":"rgb(255, 255, 255)"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","va":"baseline","type":"text","bgc":"rgb(255, 255, 255)"}"><em>This is a guest post by Yukti Verma, Content Executive at <a href="https://www.acefone.com/integrations/zoho-crm/">Acefone</a>.</em></p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Imagine Sarah, a sales rep reaching out to a potential customer, John, using her regular telephony system. She spends the first few minutes asking basic qualifying questions and explains all the product's benefits. The conversation feels generic, and John loses interest quickly.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Now what if Sarah’s telephony solution were integrated with CRM software? As soon as she started the call, her screen would display John’s entire profile—past inquiries, demo requests, and engagement with the marketing content. Sarah could use these insights to personalize her pitch, addressing John’s specific needs. This would have helped them have a meaningful conversation, and John would have been delighted by the product.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">This is how CRM integration can boost your contact center operations. From amplifying outreach to streamlining support, CRM-telephony integration can help keep your customers happy every step of the way. Let's explore more about how integrating a communication solution can help enhance your contact centers.  </p><h3 data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="8pt">The role of CRM integration in modern contact centers </h3><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Modern contact centers are sophisticated hubs for interaction. Agents can engage with customers through calls, texts, and more. This omnichannel approach allows your team to be available wherever your customers prefer. However, being present on multiple channels is not enough to deliver an exceptional experience. You also need to make sure every conversation is high quality and tailored to customers’ needs. </p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">A CRM solution is a reservoir of customer data, including their contact details, purchase history, previous conversations, and issues they may have faced. A telephony-CRM integration can help you ensure that your team has all this data at their fingertips.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Once your agents start a call, they get a pop-up containing the customer’s basic details like name, contact information, and purchase history. They can also view more details, like conversation history, without switching tabs. This can help have personalized interactions that meet the specific needs of each customer. </p><h3 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Enhancing the contact center experience with Zoho CRM integration </h3><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Integrating telephony solutions with Zoho creates a holistic communication and data platform. This offers you several key benefits, such as:</p><ul data-list-format="{"level0":{"type":6,"startsWith":1},"level1":{"type":7,"startsWith":1},"level2":{"type":8,"startsWith":1},"level3":{"type":6,"startsWith":1},"level4":{"type":7,"startsWith":1},"level5":{"type":8,"startsWith":1},"level6":{"type":6,"startsWith":1},"level7":{"type":7,"startsWith":1},"level8":{"type":8,"startsWith":1}}" data-list-id="75253343" data-spl-bullet-format="{}"><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="75253343" data-list-info="{"id":75253343,"l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Increased productivity: Agents can access all customer data directly within the cloud phone  interface. This eliminates the need to switch between multiple applications, saving time and improving efficiency.</p></li></ul><ul data-list-format="{"level0":{"type":6,"startsWith":1},"level1":{"type":7,"startsWith":1},"level2":{"type":8,"startsWith":1},"level3":{"type":6,"startsWith":1},"level4":{"type":7,"startsWith":1},"level5":{"type":8,"startsWith":1},"level6":{"type":6,"startsWith":1},"level7":{"type":7,"startsWith":1},"level8":{"type":8,"startsWith":1}}" data-list-id="65827476" data-spl-bullet-format="{}"><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="65827476" data-list-info="{"id":65827476,"l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Improved call handling: Cloud telephony systems can automatically route calls to the most appropriate agent based on availability and expertise. This ensures that customers are connected with the right person, reducing wait times and improving satisfaction.</p></li></ul><ul data-list-format="{"level0":{"type":6,"startsWith":1},"level1":{"type":7,"startsWith":1},"level2":{"type":8,"startsWith":1},"level3":{"type":6,"startsWith":1},"level4":{"type":7,"startsWith":1},"level5":{"type":8,"startsWith":1},"level6":{"type":6,"startsWith":1},"level7":{"type":7,"startsWith":1},"level8":{"type":8,"startsWith":1}}" data-list-id="79245401" data-spl-bullet-format="{}"><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="79245401" data-list-info="{"id":79245401,"l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Deeper insights: Telephony systems automatically log call recordings and notes within the CRM system. This provides valuable data for future interactions and sales strategies. By analyzing these insights, you can identify trends, improve customer service processes, and optimize sales efforts.</p></li></ul><ul data-list-format="{"level0":{"type":6,"startsWith":1},"level1":{"type":7,"startsWith":1},"level2":{"type":8,"startsWith":1},"level3":{"type":6,"startsWith":1},"level4":{"type":7,"startsWith":1},"level5":{"type":8,"startsWith":1},"level6":{"type":6,"startsWith":1},"level7":{"type":7,"startsWith":1},"level8":{"type":8,"startsWith":1}}" data-list-id="79707560" data-spl-bullet-format="{}"><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="79707560" data-list-info="{"id":79707560,"l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Streamlined workflow: Integrated systems automate menial tasks like logging calls and scheduling follow-ups. This reduces manual effort, minimizes errors, and frees your agents to focus on higher-value activities.</p></li></ul><h3 data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="8pt">How to implement a CRM and telephony integration </h3><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">1. Choose the right communication solution</h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Select a feature-rich communication system that offers functionalities like click-to-call, automatic logging, and reporting. Make sure that it is compatible with your CRM solution and can be brought into action quickly. </p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">For instance, <a href="https://marketplace.zoho.com/app/crm/acefone-for-zoho-crm?src=marketplace-blog">Zoho CRM offers a built-in integration with Acefone</a> to deliver a seamless contact center experience. The integration toggles give you a head start on setup and help you achieve a better time-to-value ratio.</p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">2. Tailor the integration to your sales process</h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">After selecting the integration, focus on customizing it to fit your business needs. Start by optimizing call routing to direct leads toward the right team member. After that, ensure that your team can access customer profiles during calls and automate tasks like call logging and follow-up reminders. </p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">3. Train your teams</h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">A seamless integration will only be effective if your team knows how to use it. Conduct regular training sessions focused on using both the CRM and telephony systems, understanding how to leverage customer data during calls, and utilizing reporting tools to improve performance.</p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">4. Monitor and optimize performance</h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">Once the integration is live, continuously monitor its performance. Track metrics such as call response times, lead conversion rates, and sales cycle lengths. Use this data to fine-tune your approach, ensuring that the integration delivers optimal results.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}">A seamless contact center experience relies on a solution with compatible telephony-CRM integration, like Zoho CRM with Acefone. This solution offers you a powerful way to centralize customer data, improve agent productivity, and enhance overall customer satisfaction. This way, you get a competitive edge and drive long-term success.</p><p class="text-align-center" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}" data_styles="{"ff":"Roboto","fgc":"rgb(0,0,0)","size":"11","type":"text"}"><strong><a href="https://marketplace.zoho.com/app/crm/acefone-for-zoho-crm?src=marketplace-blog">Try </a><a href="https://marketplace.zoho.com/app/salesiq/acefone-for-zoho?src=marketplace-blog">Acefone with Zoho CRM</a> to level up your business communication now.</strong></p></div><footer class="entry-footer clearfix"><span class="cat-tags-links"><span class="cat-links"><span class="cat-icon"><i class="fa fa-folder-open"></i></span><span class="screen-reader-text">Categories</span><a href="/blog/marketplace" rel="category tag">Zoho Marketplace</a></span><span class="tags-links"><span class="tags-icon"><i class="fa fa-hashtag" aria-hidden="true"></i></span><span class="screen-reader-text">Tags</span><a href="/blog/tag/extension-for-zoho-crm" rel="tag" > #extension for zoho crm</a>, <a href="/blog/tag/cloud-telephony" rel="tag" > #cloud telephony</a>, <a href="/blog/tag/cloud-contact-center" rel="tag" > #cloud contact center</a>, <a href="/blog/tag/productivity" rel="tag" > #productivity</a>, <a href="/blog/tag/customer-engagement" rel="tag" > #Customer Engagement</a></span></span></footer><div class="entry-author-info clearfix"><div class="author-avatar"><img width="72" height="72" src="https://blog.zohowebstatic.com/sites/zblogs/images/author_profile/avatar.png" class="avatar avatar-72 photo" alt="" loading="lazy" sizes="(max-width: 72px) 100vw, 72px" /></div><div class="author-description"><p class="author-title"><a href="/blog/author/subhi" title="Posts by Subhiksha S" rel="author">Subhiksha S</a></p><p class="author-bio"></p></div></div><div class="section-container contact-sales-form-wrap 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Level up your contact center with a telephony-CRM integration - Zoho Blog