For SMEs in particular, making your telecoms system work with your IT services can really put you ahead of the competition. Incoming calls automatically bring up the caller’s file on your customer relationship management system, so the recipient can immediately assess what the call is about. And it works the other way too – when looking at a customer’s file, simply click their phone number to call them.
Applications that provide CRM integration can also enable many other useful tools, such as:
- ‘click to call’ from websites
- call histories
- instant messaging
- presence information
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