How Cloud Telephony-CRM Integration Benefits Your Business?

  • Last Updated: 14 Sep 23
  • 7 min read
cloud telephony crm integration benefits for business

Customer Resource Management (CRM) software provides businesses with a way to track, manage, and analyze customer interactions in one place. CRM is the lifeline of your entire business operation, but CRM itself may not be enough all the time. That’s where integration comes in.

All businesses need to establish connections with their customers. However, switching between the telephone and the Customer Relationship Management (CRM) software, you use, can be challenging for your employees. Time is of the essence for your business while chasing leads, and a cloud telephone-CRM integration can be hugely beneficial when it comes to the real-time management of customers.

Why is CRM telephony integration needed?

Every organization in today’s digital world is putting their effort into providing their customers with every latest communication option. After all, customers always expect a seamless communication channel so that they can be responded to their queries effectively.

Going by the statistics, the Compound Annual Growth Rate (CAGR) for the cloud telephony market is anticipated to be over 20% between 2018 and 2023. On the other hand, every year, a company loses about 25% of its customers primarily due to poor customer service. That’s why adding value to customer services has become all the way important.

However, efficient cloud telephony-CRM integration can efficiently help businesses retain around 90% of their customers.  Such integrations let you call and manage customer data in a single interface. From lead management via marketing campaigns to customer retention and more, the functionality integrates all the data related to leads or contacts, regardless of the communication source.

Several organizations have already adopted this integration, while others are still deciding whether or not to do so. No matter what, there isn’t any doubt that integration improves every aspect of the business.

What features does CRM with Inbuilt Cloud Telephony offer?

Here are the key features offered by CRM telephony integration that helps you retain customers and improve productivity;

1. Sales Automation

Sales automation helps you automate the repetitive and time-consuming sales process. Your business can benefit from workflows that help your sales team with smooth communication.

2. Capture Leads on Website

It is easy to attract high-value leads and convert them into paying customers through the lead capture process. On top of that, an optimized lead capture form on your website helps visitors easily talk with you so that you secure better chances for lead conversion.

3. Sales Dialer

Sales dialer improves your sales team productivity by reducing the time spent on manual time and eliminating human error during the sales call. In general, it helps you to streamline your outbound communication by automating the dialing processes.

4. Simultaneous Calls (group Ringing)

You will never miss a call if the incoming call from the customer rings multiple or all agents at once. Group ringing helps to improve your customer support by shortening the response time.

5. Sequential Calls

This allows you to automatically redirect incoming calls to a specific number whenever your agents are busy or unavailable. The sequential calls feature helps to satisfy your customer by never missing their call and addressing their issues.

6. Custom greetings

Prerecorded welcome greetings enhance the calling experience for your customers. Further, with personalized greetings, you can make your customers feel valued and comfortable during calls.

7. Business Hours

The intelligent call routing feature on a good cloud telephone with CRM integration helps you to never miss a client call by automating call routing to pre-selected locations (offices that are open).

Benefits of Cloud Telephony-CRM Integration

CRM telephony integration indeed adds a layer of functionality that drives fast and effective customer service. Now, let’s try to understand how businesses are able to achieve success and maximize profits by combining these robust technological solutions:

1. Effective Business Tracking

Automation is, without doubt, the key to successful customer experience in this digital age because manual call management systems negatively influence businesses, especially those who mostly rely on such complex methods to satisfy their customers and generate business leads.

Integrating CRM software with cloud telephony offers customized features that help you track information received from other sources. With the help of the Interactive Voice Response (IVR) system, automated calls can be scheduled based on the customer’s preferences rather than tracking customers on a repetitive basis.

Agents can check call details, voicemails, texts, recordings, notes, past conversations, or anything stored in the cloud database so that the agents don’t have to repeat themselves to the customer whenever they repeat the call.

2. Customer Analytics

The CRM system collects virtually every piece of information regarding customers, such as name, address, company name, email, phone, and the recording of every call. These data are critical for the marketing department to help the sales team in lead capture and conversion.

A business can analyze trending customer patterns and habits with such a detailed customer log. Further, Using call data integrated into your business phone system, the marketing department can evaluate different strategies and gauge customer satisfaction. CRM data can ultimately improve customer satisfaction by driving reforms that are based on data rather than the perspective of one particular customer.

3. Personalized customer experience

While cloud telephony-CRM integration streamlines the call handling process by providing detailed information on all incoming calls, it also provides a considerable scope of personalization. You can customize the welcome and voicemail message and reach clients individually through personalized greetings and a detailed understanding of their preferences.

Furthermore, you can establish integrated support for your customer via social media, live chat, email, and of course, telephone services. CRM integrations enable support agents to see troubleshooting histories and previous support cases.  The result is a shorter exchange process, a smaller wait time, and higher customer satisfaction.

4. Improve Lead management system

Integrating your call solutions into a CRM means you will be able to access more leads and reduce lead leakages. A good CRM tool lets you assign tasks for the team and send automatic reminders for follow-ups, which means there are very few chances of losing the lead.

The tool gives you the upper hand when it comes to managing prospects, offering relevant information over the phone, understanding their background and preferences, and more.

5. Increased productivity

Cloud telephony-CRM integration helps you not only keep an eye on your customers but also manage your internal business. With the help of admin’s features, you’ll be able to monitor your agent’s status as well as their performance.

The integration also enhances your agent productivity since they don’t have to toggle between CRM and cloud phone systems. They can bypass the tedious task of looking up a customer contact page, finding old tickets, and asking about prior interactions.


Customer management in real-time is a challenging task for businesses. You need to be on top of your game whenever you are chasing leads, calling customers, or managing demos. Integrating your cloud phone system into your CRM provides flexibility, speed, and higher productivity.

Ignite your business productivity with KrispCall

With KrispCall CRM integrations, you can gain complete access and mobility to a rich communication ecosystem. KrispCall cloud phone system can easily integrate with your organization’s current CRM system to automate every part of your customer interactions.

In addition to the multitude of cloud telephony features, KrispCall supports integration with numerous CRM software. Integrating KrispCall’s virtual cloud phone with business tools like Slack, HubSpot, Salesforce, Pipedrive, etc. you can increase the workflow and improve team productivity. In addition to that, you get better insights into your team performance and customer behavior.

So if you are willing to make the most out of your cloud phone, why not give KrispCall’s CRM phone system a try? 


Head of Content @ KrispCall (or, in plain English, I'm the guy responsible for ensuring that every blog post we publish is EPIC).

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