IPCortex Contextual Comms Tool “CRM Connect” Boosts Customer Engagement
New product gives resellers an easy way to satisfy demand for higher quality customer service and sales interactions
IPCortex, the British contextual communications software developer, has this week announced the launch of CRM Connect which is hailed as an innovative product designed to boost customer engagement both pre- and post-sale.
CRM Connect was developed in response to the growing requirement for businesses to add context to their communications: that is, data around a customer, a transaction, or big data trends that allow better decisions to be made at the point of communication. It also allows businesses to place communication within the context of key customer systems to trigger efficiencies through speed and accuracy of action, with no additional third party software to install.
The launch offers a range of advantages for resellers, namely:
- Providing customers with the tools required for intelligent and effective call management as well as boosted productivity
- Low-touch installation and maintenance means the product is straightforward to roll out and support
- It is compatible with web-based CRMs with certified support for Salesforce, Zoho, Freshdesk, Pipedrive, HubSpot, Zendesk, Insightly and Capsule – with more in development
CRM Connect – which is available now, free of charge to resellers – also embodies a number of exciting key features such as:
- Custom URL launch, screen popping and click to dial for any web-based CRM
- Click to dial from any website or certified CRM using a desk phone, softphone or Keevio web phone
- Flexible inbound and outbound identity selection
- CRM caller matching, screen popping, unknown customer search
Rob Pickering, CEO of IPCortex, enthused: “The trends for globalisation and digital transformation are driving businesses to adopt new ways to remain competitive. Together with our resellers, we’re seeing more and more customers identify that customer experience, and enhanced engagement, are the big differentiators of the future. With CRM Connect, you can quickly and easily improve the workflows and processes that underpin these improvements.
“By communicating from within, or augmented by, customer records and with full and timely access to historical or transaction-based information, agents can handle inbound and outbound calls with greater intelligence. This results in the highest standards of customer engagement.
“Overall agent productivity is boosted as click to dial increases agent speed and accuracy, while removing context switches by communicating from within the same application as key account information improves efficiency and message delivery.
“Whether CRM Connect is being used for inbound or outbound calls – or both – call handling will be straightforward and streamlined. An excellent user experience is defined by the intuitive plugin, which provides access to the features agents most need.”
IPCortex early-access customers included the online luxury furniture retailer Willow & Hall, who are known for their award-winning customer service. Head of Customer Service Mark Dalgarno commented, “CRM Connect certainly helps reduce the volume of time trying to identify customers; it’s quick and simple to use with easy integration into Salesforce. I can’t wait to launch it with the team!”
CRM Connect is made available via an Internet browser plugin, with no third party applications to install, while automatic updates simplify system management. The new product also offers easy integration with IPCortex solutions including Hosted Suite, the Virtual Edition, and on premises hardware, while custom URL launch for screen popping – as well as click to dial – work in any web-based CRM.
IPCortex is a British software developer whose real time communication and collaboration solutions help companies of all sizes to deliver extraordinary customer service and to maximise the value of working together. Founded in 2002, their award-winning solutions are used by household name companies in a wide variety of industries.