VirtualLogger Integration Services
Voice communications form an important type of activity and interaction with the customer or client. It is important that the details and the recording of the call be available within the CRM system together with all call meta data. A link to the CRM record is also available in the call recording web user interface.
Your call recording provider should provide integration of their call recordings with your CRM, so that all activity with the client is available on a single screen. The integration can be implemented by consuming the REST web services of the CRM and the call recording service provider. The integration can be done real time or once a day during off-hours or when call traffic is less.
Realtime integration is normally done by implementing a CTI application that updates both the CRM and the call recording system. The CTI application interacts with the call center switch before the call is answered by the agent or the called number (for outbound) to get all call metadata, compare the details with the client information and update both the systems. A link to the recording of the call is also added to the CRM.
Near real-time or post call integration is normally implemented by matching the call meta data received by the call recording system with the customer data in the CRM and updating both the systems with reference to the record of the other system. This can be done periodically or at the end of day.
Virtuallogger has successfully integrated their call recording system to several CRM systems using both the methods. The CRM we have integrated include SalesForce, PipeDrive, HubSpot, Zoho, SugarCRM. Additional CRMs get added to the list frequently. We will ensure we will integrate your CRM to our call recording system regardless of the CRM your company utilizes. We can also provide this as an integration software service – to provide our services to integrate any other call recording system with any CRM.
Virtuallogger Integration Services is a separate division within our company. We specialize in integrations of diverse and disparate systems.