As a general rule for both Customer and Agent experience – the less disparate interfaces used, the better. To decrease friction for customers and agents alike, businesses increasingly embrace solutions that integrate with one another. This is particularly important when it comes to PBX and CRM systems.
Being two of the most important tools helping businesses keep track of their customer interactions, smooth integration between both can make for a powerful enhancement. Automatically synchronizing data between the two platforms provides a host of benefits for companies.
With Yeastar‘s PBX-CRM integration for their P-Series solution now fully live, it’s a perfect opportunity to review the key benefits of such a combination.
The Main Benefits
Arguably the most meaningful benefit of a PBX-CRM integration is improved customer experience, which naturally results in better customer engagement.
Integrating one’s CRM and PBX effectively means that whenever a customer calls the business, agents are greeted with a pop-up containing all the data collected on that customer in both systems, including past interactions and purchase history.
“This allows agents to deliver a smoother experience, not having to put customers on hold as they constantly switch back and forth between platforms, as well as get a quick snapshot of the customer’s needs and use it to improve conversion rates,” explains Prince Cai, Vice President at Yeastar.
Another important benefit is being able to provide agents with real-time calling data and view it in a centralized manner, making them significantly more efficient.
“Imagine the difference between agents needing to type in their notes from each call manually, compared to having all that information, and more, tracked for them,” Cai suggests.
“PBX-CRM integrations allow to automatically record call logs, which can include details like phone numbers, call times, call length, and hold times. Some integrations even allow you to attach call recordings to customers’ CRM profiles.”
Integration of the two systems also improves the experience of managers and administrators, giving them access to valuable agent insights.
“An effective PBX-CRM integration collects important information, providing access to useful employee performance analytics,” Cai says.
“Managers can use this data to help understand their agents’ level of efficiency, relying on things like calls-per-day, number of hang-ups, and average wait time, as well as determining which adjustments need to be made to optimize performance.”
Yeastar’s Offering
Having covered the universal advantages of integrating one’s PBX and CRM systems – let’s see what Yeastar has to offer in this department.
As of the last month of 2022, Yeastar’s P-Series PBX system offers built-in integrations with all the top CRM platforms in the market, including Hubspot, Salesforce, Zoho, Bitrix24, Odoo, and others.
From single-click dialing, automatic call journal, and live call pop-ups to automatic creation of new contacts, advanced UC features, and centralized lead management – the P-Series’ CRM integration offers a comprehensive suite of tools making it a true all-in-one solution for contact centers.
So, what was it that guided Yeastar in constructing its integration solution?
“We simply asked our partners and customers about their preferred and most frequently used CRM systems, and sought to collaborate with those,” Cai shares.
“Together, we created those meaningful integrations, aiming to bring a better experience to our customers and allow them to provide a better experience to their customers.”
Visit here to learn more about the P-Series CRM integration, or go to the Yeastar App Marketplace to discover more apps that integrate with Yeastar solutions.
