Customer Stories
Detailed Monitoring and reporting using cloud telephony and CRM Integration
CRM Integration with VCX for a company specialising in market research, business prospects, etc.
Requirement
The company currently uses Viva’s Cloud Telephony Platform (VCX) and wants to integrate with their in-house developed CRM to:
- Implement Click to Call, Call Notification, Customer Record Pop-up, Monitoring, and Reports features.
- Provide inbound call notifications for agents to pick up calls from the CRM system without missing any important calls.
- Provide supervisors with consolidated views of calls made and received by the agents from VCX and CRM systems.
Challenge
The company wanted to combine its telephony and CRM systems used separately by its research agents. Currently, agents have to manually make notes within the CRM software regarding client calls and other important details.
Solution
Telephony and CRM integration
Viva successfully integrated its Cloud Telephony platform – VCX, with the client’s in-house developed CRM, using a wide range of APIs. The integration was completed in just two weeks and included the following features:
- Click to Call
- Call Notifications
- Customer Record Pop-ups
- Monitoring & Reports
Requirement
The company currently uses Viva’s Cloud Telephony Platform (VCX) and wants to integrate with their in-house developed CRM to:
- Implement Click to Call, Call Notification, Customer Record Pop-up, Monitoring, and Reports features.
- Provide inbound call notifications for agents to pick up calls from the CRM system without missing any important calls.
- Provide supervisors with consolidated views of calls made and received by the agents from VCX and CRM systems.
Challenge
The company wanted to combine its telephony and CRM systems used separately by its research agents. Currently, agents have to manually make notes within the CRM software regarding client calls and other important details.
Solution
The company wanted to combine its telephony and CRM systems used separately by its research agents. Currently, agents have to manually make notes within the CRM software regarding client calls and other important details.
Client
A company specialising in market research, business prospects, industry analysis, and commerce outlook reports.
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