Comprehensive private branch exchange (PBX) and voice over internet protocol (VoIP) phone systems have become crucial elements for twenty-first-century sales, marketing, and service teams, as they offer unified communications across departments, on-site or cloud-based options, and access to integrated computing features. PBX phone systems offer automation and uninterrupted power supply, while VoIP includes these elements plus a host of other online features that work internationally. These phone systems function across multiple workspaces, including desktops, laptops, tablets, and mobile phones, which allows sales and service teams to communicate effectively with clients, contacts, and management from everywhere. Moreover, phone systems allow teams to integrate communications with other aspects of functionality, including enterprise resource planning (ERP) and customer relations management (CRM), which can minimize gaps between different teams or give sales teams more access to immediate data.
Cisco Phone Systems are consistently rated as among the best PBX and VoIP phone systems available, in part because they are incredibly versatile. Cisco boasts a scalable, comprehensive package for small businesses, in which businesses have access to voicemail, videoconferences, database queries and mobile softphones. Small companies can choose the features that they need, while larger enterprises will benefit from the sophisticated, user-friendly options, including wideband audio, application support, and Wi-Fi capabilities. Cisco systems can be integrated seamlessly into businesses of all sizes and function through both on-premises and through cloud-based platforms.
It is crucial that businesses understand which CRM platforms are most appropriate for their needs. Integrating phone systems and CRM platforms allows sales and management teams to access information, reach mobile colleagues, communicate through a myriad of devices, and access data through utilizing one all-encompassing system. Furthermore, an effectively integrated CRM can allow for teams to instantly use point-and-click software, data, voice, and video conferences from any location at any time. Businesses should choose the CRM platform that suits their size and growth, as well as their teams’ specific needs. In this way, the software platform can work with the phone system to actualize companies’ particular goals according to their timeframe and growth goals.
Which CRM systems are popular choices for Cisco Phone Systems, and what are their benefits?
Salesforce is one of the most commonly used CRM platforms all over the globe, with more than three million subscribers using Salesforce cloud-based CRMs and a 27% customer growth in 2016. Salesforce works for both SME and large enterprises, with distinct software applications for sales, service, marketing, commerce, and IoT. Reviewers note that Salesforce is especially easy to use, as it’s built for scalability with simple customization tools. Moreover, its offers many third-party integration options through the Salesforce AppExchange, including options for sales, customer service, finance, ERP, and many other applications. With Cisco’s integration solutions system, businesses can enable all of the computer-telephony-integration (CTI) functions with the Salesforce user interface, which gives the user agent login capabilities, desktop phone controls, caller ID, and on-screen pop, all through the Salesforce platform software.
SAP, Germany’s leading software company, focuses primarily on software production for financial services, public sectors (healthcare, universities, etc), manufacturing, and service sectors. SAP’s leading business software–the cloud-based SAP Business Suite–bundles several different components together, including SAP CRM 7.0, SAP ERP 6.0. SAP CRM offers cloud-based sales, service, and marketing modules, among others, that can be fully integrated and accessed from the same dashboard. The Cisco Unified CRM Connector for SAP fully integrates CTI functions with Cisco Phone Systems. Users can place, receive, and transfer customers with real-time access to customer data. The CRM lets users analyze sales data, checks product availability, and schedules and manages tasks for sales teams. Moreover, Cisco Unified CRM Connector lets users access desktop phone controls, caller ID, and screen pops.
Oracle’s cloud-based CRM is one of the most popular CRMs on the market today, serving a wide variety of large enterprises as well as many SMEs. Oracle CX Cloud Suite works across channels to provide a uniform customer experience across marketing, commerce, sales, and social. Oracle is built for scalability and works for companies of any size. The CRM provides tools for data analysis, management, and ROI measurement. More specifically, the Cisco system allows users to deploy a complete CTI strategy. It links Cisco Phone Systems to Oracle’s CRM, giving users a host of integrated features, including screen pop-ups/CTI toolbars, on-screen call controls to receive calls through several devices, and individuated agent controls. Features including click-to-dial, automatic call wrap-up, support for multiple sites, caller ID, and call logging. Moreover, Oracle’s CRM can work with PDX or VoIP systems and streamlines either system so that it functions entirely from inside Oracle’s CRM.
Netsuite is the most frequently used cloud-based enterprise resource planning software, with more than 40,000 organizations and business actively using NetSuite’s platform. NetSuite’s cloud ERP is created specifically and only for the cloud, so they are able to exploit lower costs of implementation and reduced hassle for IT departments. NetSuite CRM+ offers sales force automation, which lets sales teams manage opportunities across potential revenues, key contacts, notes, related documents, and allows managers to see the whole sales pipeline at once. Netsuite offers scaling, real-time analytics that is customizable and mobile enabled, and is available on multiple devices, from any location. With Netsuite SuiteApp, Netsuite offers easy connection to third-party apps. When integrated with Cisco Phone Systems, Netsuite offers automatic call logging, click-to-dial from any web page, and a full range of functionality.
Jungo CRM partners with Salesforce to create an enterprise-level CRM for the mortgage industry. Jungo Mortgage App allows users to streamline sales and marketing divisions, while organizing relevant data, automate marketing tasks, and effect collaboration across teams. More specifically, Jungo offers client and data tracking, analysis that allows users to keep track of the competition, and forecasting models that can identify industry trends. For phones systems, Jungo integrates with Cisco to allow sales mortgage teams to maintain and access client profiles from mobile locations and is compatible with smartphones, desktops, laptops, and tablets. The cloud-based Jungo App offers users click-to-dial, client information, organized data, and call analytics, which lets users make more calls with more up-to-date information.
ServiceNow CRM lets users consolidate IT tools to create a more intuitive workflow for IT service management, IT business management, and IT operations management. More recently, ServiceNow has recently ventured into customer service CRMs. ServiceNow uses self-service portals to create more efficient workflows and streamlines different customer lines according to need The CRM can automate repetitive requests and connect customer service to other departments. Additionally, it automates workflows according to a series of criteria, including skills and availability. Its customer service CRM can send proactive, targeted communications and respond to emerging service trends. ServiceNow can be fully integrated with a phone system, and the CTI allows the VoIP to be engaged without leaving the customer service app.
SugarCRM provides base level functionality for small and medium enterprises that want a simple, elegant CRM without a lot of extraneous features. The cloud-based CRM lets users perform tasks, customize, and update their display from many different devices and locations, and also offers offline sync capabilities. Its Sales CRM offers easy-to-use sales funnel management; sales analytics that can forecast short- and long-term goals; and opportunity management. It also easily integrates with third party apps. In 2016, SugarCRM was rated “best overall CRM software” by PC Magazine. When integrated with Cisco Phone Systems, SugarCRM provides a myriad of communications features, including caller ID, advanced contact search, screen pops, and click-to-call. Additionally, users can record calls and search the client directly from the phone.
HubSpot CRM is a free cloud-based customer relations management platform that lets sales teams manage and grow their sales pipeline. The CRM provides sales teams with a clear, readable dashboard that can show each element of the sales funnel simultaneously, offering data collection and automatic call logging. HubSpot lets users place calls from inside the CRM, create email templates, personalized sequences, and log sales automatically. Simple to use, HubSpot is a productive offering for SMEs that have never used CRM software, or emerging business that coming into their user needs. Even though it is free, HubSpot offers complex features such as easy integration with a host of other apps, including Salesforce and Microsoft Dynamics. The CRM can be fully integrated with Cisco phones, giving users click-to-call functionality, screen pops, caller ID, and call analytics.
Zoho CRM is a cloud-based, customizable sales and marketing CRM for small and medium enterprises that offer sales force automation, lead management, sales forecasting and account management. With its minimalist interface that reviewers call “modern and intuitive,” it allows users to manage all functionalities from one dashboard, automate repetitive tasks, and communicate using the phone, email, or social media. Zoho is mobile optimized, which lets users work at any location, with an easily readable dashboard from phones or tablets. The CRM has a particularly smooth digital conference feature, allowing participants to connect without downloads across multiple platforms. Zoho is completely compatible with business grade telephony, allowing users to access a complete client profile, input client data, and offers click-to-call, automatic logging, and call analytics.
Zendesk Support offers a multi-channel customer service support system that can track, prioritize, and resolve customer service issues. Zendesk is multilingual, multichannel, and easily integrated with other software and platforms. The CRM offers customization and flexibility; it has a myriad of in-house apps that work for businesses’ specific needs. Moreover, its dashboard is highly customizable, allowing ticket agents to see their queue or other specific information. Phone systems can smoothly integrate with Zendesk Talk, a call center software that offers customer history, automatic ticket creation, and call recording. Talk also provides real-time queue monitoring to minimize slowdowns in the workflow. The CTI delivers many features, including a simple, intuitive interface, end-user profile access, and ticket creation.
When integrating CRMs with a phone service, a company should strive to adopt the software, platforms, and applications that serve its discrete needs. When partnered with Cisco, different CRMs will be a better fit for distinct organizations; small businesses working with their first CRM platform may benefit from a smaller, more competitively-priced system, while large enterprises that need to expand and become mobile may value a system that works across teams and is highly size flexible. However, the right fit will augment companies’ twenty-first-century sales, marketing, and customer service goals. Significantly, the breadth of software illustrates how central phone system integration is, even in a world of multichannel business applications. In fact, CRM call center software is crucial, allowing agents to maximize efficiency, monitor clients, and provide quality customer service.
FREE WHITE PAPER: Top 40 Customer Success Influencers
Gain access to the world's best Customer Success influencers that are available today.
Latest posts by Matt Goldman (see all)
- How Enterprises Are Adopting Social Selling - September 19, 2017
- What Every Business Person Should Know About IT Sales & Marketing Tools - July 31, 2017
- What is Sales Channel Marketing Management and Strategy? - July 30, 2017