CRM Connector

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 center functionality.

Enghouse CRM Connecter 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 utilization.

Features and Benefits

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 dialing or misdialing 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 customizable 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.

Track presence and availability status

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 personalized 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.

Ready to learn more about CRM Connector?

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

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Elevate your CRM with smart telephony