Improve Customer Management with CRM and VoIP Integration

Updated on: 18 Jul, 2023
Improve Customer Management with VoIP and CRM Integration

Have you ever been a part of a team that used seven different applications, but no one knew how to bridge the gap? A reliable phone system and CRM software are the programs your sales team uses the most frequently. We are all familiar with a phone system, but how do CRM and VoIP integration work, and how to integrate VoIP into CRM?

How VoIP business solutions different from CRM Software?

CRM (Customer Relationship Management) software is a set of applications and tools that help manage processes associated with customer data and interactions, sales automation tools, lead tracking, marketing automation CRM, etc. Because there were no automated or computerized means of getting customer data on analog phone systems, the transcribed data from phone systems and the data from CRM software had to exist in two separate silos.

The arrival of VoIP business solutions changed this completely. We are now out of the old phone systems and in with more reliable VoIP telephony. Communicating and collaborating from anywhere via a laptop, a mobile, and a landline became possible. All you need to ensure is an internet connection. The calls could be monitored, recorded, and analyzed later.

With a VoIP business solution, it is possible to have auto-dialers, automated voice messaging, audio and video conferencing, and dynamic IVR. With its wide array of features that make handling sales calls a breeze, VoIP-based calling soon became the lifeline of the sales team.

Check Ultimate Guide to Choose the Best VoIP for Small Businesses in 2022 to get the most out of your business and efforts.

According to Nucleus Research, for every dollar that we spend on CRM software, the return is $8.71. It leads to a dire need to integrate VoIP and CRM.

How to Integration CRM and VoIP?

Integrating your VoIP with CRM software might require effort depending on what kind of VoIP solution is in use. Let us look at the two possibilities that exist in this regard:

1) For a readymade VoIP application

If your VoIP solution is a third-party application that is not customizable to your needs, you may or may not be able to integrate VoIP with CRM software, depending on its capabilities and which version of the app is in use. There also may be limitations on the number of integrations possible, so you may need to think if CRM integration is a priority or not, which it should be. Also, you would need to check if the VoIP business solution can integrate with the CRM that you have picked. Perhaps it can integrate with another CRM, but not yours.

2) For a customizable VoIP app development

Customizable VoIP application development services are more likely to integrate a CRM out of the box. Since it is a customizable VoIP solution, you may need to ask your provider for clarity on how many integrations are possible at a time, Is CRMs are supported, and how to integrate VoIP into CRM. If you lack visibility about how your VoIP solution will work with your CRM, always feel free to ask for help from your VoIP software development company. Such companies mainly offer 24×7 technical support by phone. Ecosmob is a customized VoIP Solutions Provider. Don’t trust us yet. Take it out for a spin!

Read another blog on The Role of Artificial Intelligence in Boosting Customer Experience.

What are the benefits of CRM and VoIP Integration?

Allowing VoIP development to work interoperably with your CRM offers several plus points. These range from improving workplace productivity to reducing the complexity of business processes to improving the ROI of the company.

Some of the factors to integrate both are listed below:

  • No risk of human error in customer data

The sales team does not need to update customer data, as CRM updates it in real-time with VoIP app development services. It allows your sales team time to focus on improving customer interactions and handling calls more efficiently. Integrating VoIP with CRM software also ensures the automatic update of customer details to the CRM without needing manual intervention. There is no risk that there will be any human error.

  • Improved Customer Satisfaction and Personalized Interactions

All employees have easy access to secure customer data. It is very comprehensive, but VoIP with CRM software allows a degree of transparency into the customer’s behavior and preferences. In addition, this enables service teams to have the freedom to position themselves aptly in front of the customer and understand queries in a better manner to provide a more personalized experience. They can tailor their communication to match the tone and urgency of the issue presented by the customer. It boosts customer retention and ensures customer loyalty. Integrating CRM and VoIP helps the customer service team and the management. Thus calls can be programmed to route to agents based on experience level after understanding how hard or easy the query is to handle. This is useful when the customer has a question, but the agent who holds it is temporarily unavailable. All of these, taken together, helps to improve customer satisfaction.

  • Improve your team’s productivity

CRM and VoIP integration also makes your employees more efficient and productive. This is because of the speed and ease of handling calls, ensuring no delay in handling customer requests. And if your office has a BYOD policy, productivity is amplified even more. Employees can also collaborate. Both of these points ensure that the team’s overall productivity is improved.

VoIP system with CRM integration ensures there are no more duplicate or incomplete customer entries. It provides the correct resolutions to customers based on a detailed, accurate, and complete understanding of the customer’s issues. Thus the turnaround times for solutions are reduced, improving the entire team’s productivity.

If CRM interests you, check our detailed article on How Microsoft Dynamics CRM Implementation Works

  • Lower business operating costs

Save time, money, and other resources when you run your business with a bird’s eye view of the KPIs that matter. Customizability will vary from one software to another, but the underlying goal of the CRM is to align with your business goals. This includes profitability, customer success, employee productivity, and so on. There are considerable cost savings from VoIP development services, and we have already seen how the returns on CRM far exceed the initial investment. This means scalability is not an issue even for companies venturing into a new space.

  • Get a clearer picture of the sales funnel

Monitor calls analytics in real-time with an adequately integrated VoIP with CRM software. This will allow sales teams to understand certain aspects of customer behavior and overall call trends from, let’s say, a particular demographic or geography. They can analyze how they responded to challenging calls, what they did right, how soon the resolution was offered on call, how many call attempts it took, etc. By analyzing these metrics, learning what went wrong, and implementing what went right, sales teams can contribute to the future growth of the business. Understanding these metrics also helps managers coach their sales executives to perform better at calls and understand each audience segment they will be talking to.

  • Improved team management

Thanks to the CRM and VoIP integration, managers now have access to metrics that can impact their decisions to ensure their employees’ productivity. Some of these metrics are calls made, calls dropped by the customer, the average duration of calls made to the customer, etc. If there are multidisciplinary teams, identifying agents performing well in certain aspects of the job is better than others. But such insights are valuable to employees also. These insights will help employees better understand their strengths and weaknesses, and they can be better at what they are doing by making the necessary changes to their work routine.

  • Marketing and sales teams work together

Finally, if this is not their most important benefit, wonder what is. Custom VoIP development gets your marketing and sales teams working together, which does not happen too often but is very important for business growth. CRM VoIP integration helps with a smooth solution to your workflow challenges. Having a centralized repository for all the data related to the customer gives your marketing team greater visibility and your sales team greater control, decisiveness, and actionability. Overall, it creates a work environment where everyone in both teams makes faster and wiser decisions.


VoIP app development is growing swiftly, and rightly so. Communication and collaboration constitute the backbone of business growth. If VoIP helps you take corrective measures, the VoIP system with CRM integration will give you an analysis of customer sentiment and data, paving the way for you to take preventive measures. But such sentiment analysis is not easy to implement with limited data. The power of AI makes up for the lack of data by making intelligent predictions with the available data. Despite all the variables, one thing is for sure. Where CRM, AI and ML, and custom VoIP development technologies meet, you will find a happy customer at that junction.

Ecosmob has been at the forefront of such development for a long time and has garnered its share of insights and learning, propelling it to repute among VoIP solutions providers. It has served several outstanding customers in the VoIP space and continues to do so. If you are looking to integrate your CRM and VoIP solution and need your VoIP designed from the ground to allow you to do so, look no further. Ecosmob tops the list of 10 Most Promising VoIP Solution Providers.

Ecosmob’s VoIP business solutions are compliant with every standard, allow room for customization, and can be designed to integrate with the CRM of your choice. Are you picking Hubspot over Salesforce? Want a customizable workflow? Not a problem. Make the impossible possible with VoIP business solutions from Ecosmob.

If you want to know more about CRM and VoIP integration, feel free to get in touch by connecting at

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