Integrated IP Phone & CRM Solution
Enhance customer interactions with ArkOne's IP Phone CRM integration. Combine VoIP telephony with your CRM for click-to-call, screen pops, call recording, and comprehensive interaction tracking.
Key Features
Click-to-Call Functionality
Enable one-click calling directly from CRM contact records, lead pages, and activity lists with automatic call logging.
Intelligent Screen Pops
Automatically display relevant customer information, history, and context when calls are received to prepare agents for productive conversations.
Call Recording & Transcription
Capture call recordings and AI-powered transcriptions that are automatically attached to customer records for future reference and analysis.
Interactive Voice Response (IVR)
Create customized call flows with IVR menus that integrate with your CRM data for personalized caller experiences and intelligent routing.
Advanced Call Analytics
Track comprehensive call metrics including volume, duration, outcomes, and agent performance with CRM-integrated dashboards and reports.
Multi-Channel Communication
Unify voice communications with other channels such as email, chat, and social media into a single CRM-based interaction history.
Benefits
- Increase agent productivity by 20-35% with streamlined calling and automated data entry
- Improve first-call resolution rates through instant access to comprehensive customer information
- Enhance customer experience with personalized interactions based on CRM data
- Reduce average call handling time while improving quality and customer satisfaction
- Gain actionable insights from integrated call analytics and conversation intelligence
- Ensure compliance with automatic call recording and documentation requirements
- Optimize staffing and resource allocation through detailed call volume analytics
- Enable effective remote work for sales and support teams with cloud-based integration
Industry Use Cases
Financial Services
A financial advisory firm integrated their IP phone system with their CRM to streamline client communications. This solution reduced call preparation time by 68%, improved compliance documentation through automatic call recording, and increased client satisfaction by 27% through personalized, data-informed conversations.
Healthcare
A healthcare provider implemented our IP Phone CRM integration for their patient support center. The solution delivered patient context through screen pops, enabled precise call routing based on patient history, and facilitated HIPAA-compliant call recording. This improved first-call resolution by 42% and reduced average handle time by 35%.
E-commerce
An e-commerce company with a high-volume customer service operation deployed our IP Phone CRM integration to handle order inquiries and support. The system enabled agents to view recent orders during calls, access delivery status information, and automatically tag calls by issue type. This comprehensive approach reduced call escalations by 53% and improved customer satisfaction scores by 31%.
Frequently Asked Questions
Which IP phone systems and VoIP providers do you integrate with?
Our solution supports a wide range of IP telephony systems and providers including Cisco, Avaya, RingCentral, 8x8, Vonage, Amazon Connect, Twilio, Microsoft Teams, and many others. We offer both cloud-to-cloud integrations for hosted VoIP services and on-premises connectors for traditional PBX systems. The integration architecture is flexible enough to accommodate custom and proprietary systems through our telephony API framework. For organizations with multiple phone systems or those planning migrations, our solution can bridge different platforms simultaneously.
How does the screen pop functionality work when receiving calls?
When a call comes in, our system uses the caller ID or ANI (Automatic Number Identification) to instantly search your CRM for matching records across multiple entities (contacts, accounts, leads). The most relevant record is immediately displayed on the agent's screen before they answer, including customer profile, recent interactions, open opportunities, service cases, and custom fields you configure. For unrecognized numbers, the system can create new lead records automatically. The screen pop functionality works with both inbound and transferred calls, and includes configurable business rules to determine which information to display based on call queue, time of day, or customer attributes.
Can calls be recorded and how are they stored in the CRM?
What kind of reporting and analytics are available for phone interactions?
Our solution provides multi-dimensional analytics for all phone interactions. Standard reports include call volume trends, agent performance metrics, talk/hold time analysis, first-call resolution rates, and outcome tracking. The analytics engine integrates call data with CRM information to provide business context, such as calls per account, conversion rates from calls, and customer sentiment analysis. Custom dashboards can be created for different user roles, from agent-level activity views to executive summaries. All reports can be scheduled, exported, and integrated with business intelligence tools. The system also includes real-time monitoring dashboards for active call management and queue optimization.
Ready to Transform Your Business?
Schedule a consultation with our experts to discuss how ArkOne Softwares can help you achieve your business goals with enterprise-grade software solutions.