Elevate your CRM with smart telephony

CRM Integration

Elevate your CRM with smart telephony

CRM integration is the perfect way to upgrade your customer service at very competitive costs. It allows you to leverage your existing investments and extend the value of your CRM platform with contact centre functionality.

Enghouse CRM Connect enables you to access both your telephony and CRM seamlessly within a single application. Accordingly, it boosts productivity and increases first call resolution rates thanks to customer interaction history visibility, live notetaking, and click-to-dial.

Unlock the full potential of your CRM with improved adoption from automatic activity logging, bespoke wrap-up codes and more. Measure performance and track presence and availability statuses for optimal workforce utilisation.

CRM Connect means fewer clicks for agents, and a single, consolidated repository of customer information for increased efficiency.

CRM integration
Click to Dial

Initiate calls with a single click on the telephone number inside the CRM record, all tracked automatically. Increase productivity and save time spent manually dialling or misdialling numbers.

Screen Pop

Pop the caller’s information onto your agent’s screen when the call connects, shortening call time by 15 seconds or more. Agents can reference and edit these details for more effective support.

Live Call Notes and Wrap-Up Codes

Add notes directly into the record during calls and use a set of customisable wrap-up codes after each call. Wrap-up codes can also be reported on and used to automate follow up tasks.

Automated Call & Activity Logging

Consistently capture inbound and outbound call activities in your CRM, along with their associated records and call duration. No more manual logging with errors or omissions plus more accurate reporting.

Call and Screen Transfer

Eliminate unnecessary transfers and increase FCR rates. Route calls to any geographical location and the best-suited, available advisor along with the CRM record and interaction history for seamless support

Call Control from Your CRM

Eliminate the need for advisors to switch between applications or reaching for their phone. Add telephony controls such as ‘hold’ or ‘transfer’ directly to the toolbar of your CRM.

CRM Connect integrates directly into your CRM, which means fewer clicks for agents, and a single, consolidated repository of customer information for increased efficiency.

crm integration
Track presence and availability statuses

CRM integration supports ACD ‘Ready/Not Ready’ work mode status as well as predefined ‘Not Ready’ reason codes. Inbound calls are then routed to another available advisor.

Grow Your Business Efficiently

Handle higher call volumes with reduced handling times. Provide a better and more immediate response to the customers. Build customer loyalty by offering personalised and effortless customer service experience.

Available on Salesforce AppExchange

Enghouse CRM Connect is listed on Salesforce AppExchange. Please visit the AppExchange website to learn more about our certifications for Salesforce.com.

Salesforce AppExchange

Ready to test drive?

Make the most of your existing investments. Extend the value of your CRM platform with contact centre functionality. CRM Integration is the perfect way to upgrade your customer service at very competitive costs.

Related Resources

One of the 4 largest banking and financial institutions in South Africa has been very successfully using CRM Connect in their retail and business banking call centre. They currently have 500 users using CRM Connect and Salesforce primarily by banking Relationship Managers. Based on the successes to date, they are now planning to extend this implementation to a further 2,500 call centre agents, mostly dealing with telephone banking. Since the initial implementation in October 2019 we have had zero incidents logged, and one enhancement request which was prepared and made available by Enghouse within days.

CRM Connect delivered much more than promised and the guidance, assistance and support we have received from Enghouse is un-paralleled in our industry. It has helped to establish our company as a trusted partner with our customer which is very valuable to us.

We found CRM Connect to be well documented, easy to install, excellent support, very stable and excellent performance not only meeting but exceeding expectations.

Freddie Wentzel, Principal Consultant, ST-Integration (part of ST Group)

Unlock the full potential of your CRM. Empower your team with visibility of all customer interaction history and the tools required to respond quickly and competently.