Business VoIP Featured Article

Better BI via VoIP, CRM Integration

November 14, 2017

By Paula Bernier, Executive Editor, TMC

There’s lot of talk about big data these days, and just as much conversation about how tough it is to get actionable information from that data.

But it doesn’t have to be so complex. Companies can gain business intelligence by integrating their business VoIP phone solutions with their existing CRM systems. And that can enable them to capture and generate real time customer and prospect information based on just an incoming phone number.

Phone numbers can be used to bring up caller information, buying history, past interactions, and more. This information can then be leveraged by call center agents and sales people to deliver better and faster customers, and to expedite sales, increase win rates, and more targeted cross-selling and upselling.

photo courtesy of BigStock

Companies also can leverage VoIP data to understand call length, call volume, time to resolution, and more. That can help businesses be more efficient and effective with their call center coaching, hiring, and resource allocation.

Hosted VoIP solutions can also benefit folks in the marketing department. It can do that in a number of says. For example, VoIP allows marketing teams to provide each campaign its own phone number. That makes performance tracking easier. And VoIP makes it easy to implement new numbers, as with VoIP businesses don’t need new physical infrastructure to enable these new connections.

Customer service, marketing, and sales teams can also pair their business communications solutions with speech analytics drive new efficiencies and revenue opportunities. For example, speech analytics can help reveal trends that explain why call center traffic was up at a particular time. It can also help businesses discover which of their processes and products have problems, enjoy higher first call resolution rates, improve call center agent performance, and learn which phrases and words generate the best returns in marketing campaigns and sales calls.

Edited by Mandi Nowitz


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