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Talkdesk’s Easy Contact Center and CRM Integration - Talkdesk - ContactCenterWorld.com Blog

Talkdesk’s Easy Contact Center and CRM Integration

Making a digital transformation requires adding new channels to a company’s contact center strategy and enabling an agent to handle communications through all the channels. This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce.

Talkdesk was built to be a companion to your CRM solution, making sure your agents can use the CRM as their primary workspace, making and receiving Talkdesk calls in the background, without ever leaving the CRM. Supervisors can get live and historical reports in the CRM and call activity is logged to the CRM in real time so agents always have the most current information.


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Talkdesk makes integrations like this easy. Through APIs, we provide out-of-the-box integrations with Salesforce and Zendesk at no additional charge. These tools also work seamlessly inside Callbar, Talkdesk’s new web application that allows users to make and receive phone calls from anywhere on the desktop.

Think about your current after-call process. If your agents are still going into a CRM and manually logging activities after every call, you might need to think about how a move to the cloud could generate more agent productivity. By integrating your cloud contact center with a CRM, you can create simple automations that will share information across solutions and cut down on the manual entry that your agents have to do after every call. Talkdesk customers can integrate their contact center with a CRM tool like Salesforce so that every time a call is made, the Salesforce contact is updated to include notes about the activity, log the disposition and even store a recording of the call.

A contact center is at its best when all the agents are busy on the phone talking to customers and prospects, not filling out reports and updating profiles. Automations are at the heart of a cloud contact center, using technology to handle the mundane record updating and freeing up agents to get back on the phone.

The best part about Talkdesk’s integrations is that they sync information and run in the background of the your other favorite business tools. If you’re already using Salesforce, you can click on any phone number in your CRM to make a call through Talkdesk. When the call is over, your automations can update the contact record with no additional work on the agent’s part. You can view the account, make a call and record the activity without ever leaving your Salesforce interface. The contact center team gets all the benefits of Talkdesk within the same workflow they already use.

In addition to the after-call automations, Talkdesk also enables contact centers to set up automated reports, customized to deliver the metrics you choose at any interval you select. These reports are easy to set up and can can be used by managers to track the team’s performance over time. If you’d rather use real-time information than regular reports, Talkdesk Live allows you to create a dashboard that displays custom metrics with up-to-the-minute accuracy. However your team uses metrics to inform contact center decisions, Talkdesk’s cloud-based solution fits your team’s needs.

To learn more about transforming your contact center with Talkdesk, join our webinar on January 24th. Register now by clicking the button below:

Adam Bonefeste

Adam is the manager, content marketing at Talkdesk. When he isn't working, he's probably reading or getting lost in Youtube holes.

 

Publish Date: January 22, 2018 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



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