Hostcomm have seen a growth in demand for better hosted predictive dialler and CRM platforms.
The popularity of hosted dialler and CRM integration can be explained by the most common issues that call centres of all sizes encounter with these platforms. CRM systems quickly collect data, but this often becomes outdated and stale. Integration can guarantee up-to-date information ready for follow-up in the CRM.
Meanwhile, a dialler is at its most effective when focused on its primary tasks. With resources focused on agent talk time and list penetration, call centre managers can save around an hour every day – adding up to hundreds of pounds every month.
While these issues can be partly solved by manually moving clean data from the dialler to a CRM system, this method is time consuming and complex.
Using the standards-based Application Programming Interfaces (APIs) of the respective systems, Hostcomm has also implemented processes for three new clients in April that deliver cost saving automation.
The integration filters leads and valuable data and inserts these into the correct Bright Office CRM section, ready for the follow-up team.
Since the filtering system is based on disposition and call outcome codes, it is simple to use. Disposition codes such as No Answer (NA) and Answerphone (A) are kept on the dialler for lead recycling, while Sale and Callback codes are sent to the CRM system for follow-up.
This process happens almost instantly between two systems, regardless of physical server location.
Chris Key
“Without integration, marrying data from a CRM and a hosted dialler is not practical,” said Chris Key, Director at Hostcomm. “Worse, data in the CRM is never completely up to date. I am not surprised that demand for our hosted dialler and CRM integration continues to increase – it is the most efficient way to make sure that clean data flows through a contact centre’s systems. Even better, workflow automation plays a vital role in driving productivity and achieving tangible cost savings.”
Visit Hostcomm’s website to find out more.
Author: Megan Jones
Published On: 25th Jun 2014 - Last modified: 22nd Mar 2017
Read more about - Archived Content, Hostcomm
