Is Cloud Telephony Integrable?
- winet
- 0
- on Dec 18, 2023
Yes, cloud telephony is highly integrable, and many cloud telephony solutions offer integration options with various business applications and software. Integration capabilities enhance the functionality of cloud telephony systems and allow them to seamlessly work with other tools that businesses commonly use. This blog takes the matter of integration among two software within the context of cloud telephony further. If you want to know everything about this, consider this blog. It is going to be a crisp, concise, and informative discussion.
If you don’t know: What is cloud telephony or VoIP technology?
What is Cloud Telephony Integration—Capabilities?
Integrating cloud telephony refers to the process of connecting or combining a cloud-based phone system with other software applications, tools, or platforms used within a business. This integration enables seamless communication between the cloud telephony system and various other business systems, enhancing functionality and efficiency. In other words, it makes things simpler and more cost-effective.
Integration can occur in several ways. Integrating cloud telephony or a softphone or cloud telephony functionalities into another software or system is not just something that can be summarised in one word. Instead, it can take various forms practically. For example, consider some of the aspects of cloud telephony integration below.
Data Sharing
Integrating cloud telephony with Customer Relationship Management (CRM) software allows call data, customer details, call logs, and notes to be shared between the two systems. For example, when a call is received or made, relevant customer information can automatically appear on the screen for the agent.
Workflow Automation
Integration with business process automation tools enables automated actions triggered by phone calls. For instance, after a call ends, an automated follow-up email can be sent based on the call outcome. Consider the following examples.
1. Follow-Up Automation in Sales:
Imagine a sales team using Salesforce CRM integrated with a workflow automation tool like Zapier. After a sales call ends, the integrated system triggers an automated follow-up sequence. For instance, if the call resulted in a lead, an automated follow-up email with relevant information or a meeting scheduler link is sent, enhancing the chances of conversion.
2. Service Ticket Creation and Follow-Up:
In a customer support scenario, integration between cloud telephony and a helpdesk system like Zendesk automates ticket creation post-call. After resolving an issue over the phone, the system automatically generates a support ticket, ensuring that the customer receives a follow-up or resolution confirmation without manual intervention.
Unified Communication
Integrating cloud telephony with collaboration tools such as Slack or Microsoft Teams allows users to make calls directly from these platforms or see call-related information within the collaboration interface. Consider the following examples.
1. Seamless Collaboration in Remote Teams:
Consider a remote team using Microsoft Teams with integrated cloud telephony. Team members can initiate and receive calls directly within the Teams interface. Additionally, call-related information such as call history, notes, or client details is displayed alongside ongoing conversations, ensuring a unified communication experience without switching between platforms.
2. Instant Decision-Making in Project Management:
For a project management team using Slack integrated with cloud telephony, quick decisions can be made during discussions. Team members discussing project specifics can instantly initiate calls to clarify or resolve issues without leaving the Slack interface, promoting swift communication and decision-making.
Reporting and Analytics
Integration with reporting tools helps combine call data with other business analytics, providing comprehensive insights into customer interactions, call trends and performance metrics. To have an understanding of this aspect of cloud telephony integration, consider the following scenarios.
1. Call Data for Marketing Insights:
Imagine integrating cloud telephony with Google Analytics for a marketing campaign. By combining call data with website analytics, marketers gain insights into which campaigns or web pages generate the most calls. They can assess the effectiveness of specific campaigns in driving inbound calls, and refining strategies accordingly. There are a bunch of tools out there that can enable you to integrate data from both systems (Google Analytics and cloud telephony) together.
2. Performance Metrics for Training:
In a call centre environment, integrating cloud telephony with analytics tools like Tableau allows managers to track call metrics. They can analyse average handling time, resolution rates, and customer feedback data to identify training needs for agents, improving overall performance.
Personalisation
The integration allows for personalised communication. For instance, using information from the CRM system, the cloud telephony system can display tailored greetings or call routing based on caller history or preferences.
1. Tailored Customer Service Experience:
Integration between CRM and cloud telephony systems enables personalised greetings and call routing. For example, a hotel chain can use caller information from the CRM to greet VIP guests by name and route their calls to a dedicated VIP services team, enhancing the personalised customer experience.
2. Customised Sales Pitches:
In a sales scenario, integration between CRM and cloud telephony allows sales reps to view customer preferences before making a call. They can tailor their pitches based on past interactions or purchasing history stored in the CRM, increasing the chances of closing deals through personalised communication.
Streamlined Operations
Integration can automate repetitive tasks, such as logging calls, updating customer records, or initiating specific actions based on call data, thereby streamlining operations and reducing manual effort.
1. Automated Call Logging and Record Updates:
Integration between cloud telephony and a CRM like HubSpot automates call logging and updates customer records. After each call, the system automatically logs details, updates notes, and records call outcomes, reducing manual data entry and ensuring accurate records.
2. Task Automation for Service Requests:
For a service-oriented business integrating cloud telephony with a ticketing system like ServiceNow, specific actions are automated post-call. For instance, after a support call ends, the system automatically assigns tasks to relevant teams or individuals, streamlining service request handling without manual intervention.
In essence, integrating cloud telephony with other business applications or tools enables a more cohesive and efficient communication system. It ensures that different software systems work together harmoniously, improving productivity, customer service, and overall business performance. Now, let’s consider various types of cloud telephony integration.
Various Types of Cloud Telephony Integration
1. Customer Relationship Management (CRM) Integration: Many cloud telephony systems can integrate with CRM software, such as Salesforce, HubSpot, or Zoho CRM. This integration allows for a unified view of customer interactions, automatic logging of calls, and better tracking of customer communication.
2. Email Integration: Cloud telephony can be integrated with email platforms like Microsoft Outlook or Gmail. This integration often includes features such as voicemail-to-email, where voicemail messages are sent as email attachments or transcriptions.
3. Business Collaboration Tools: Integration with collaboration tools like Microsoft Teams or Slack allows for enhanced communication and coordination between team members. It can also enable features such as click-to-call from within these collaboration platforms.
4. Marketing Automation Systems: Cloud telephony can integrate with marketing automation tools such as Marketo or HubSpot. This integration streamlines lead tracking and allows for more personalised communication with prospects and customers.
5. Help Desk Software Integration: Integration with help desk solutions like Zendesk or Freshdesk facilitates efficient handling of customer support calls. It enables support agents to access relevant customer information during calls.
6. Analytics and Reporting Integration: Integration with analytics and reporting tools allows businesses to analyse call data alongside other performance metrics. This integration helps in gaining insights into call trends, customer behaviour, and overall communication effectiveness.
7. SMS and Messaging Apps Integration: Some cloud telephony systems integrate with messaging apps or SMS platforms, allowing businesses to send and receive text messages as part of their communication strategy.
8. Custom Integrations: Many cloud telephony providers offer APIs (Application Programming Interfaces) that allow businesses to create custom integrations with their specific software or applications.
If you want to know more about this subject or need a professional and reliable cloud telephony service provider, talk to us. Next2Call has been offering affordable and cutting-edge cloud telephony solutions for over a decade now. You can explore all our services on our website.