Using CRM With Your Phone System

Did you know that Sage CRM can work hand-in-hand with your phone system? It’s called Sage CRM CTI - short for Computer Telephony Integration - which extends core CRM functionality so that sales, customer service, and support reps are even more efficient and effective. Let’s take a closer look at using Sage CRM with your phone system.

Sage CRM CTI Features

When you connect Sage CRM to your phone system using CTI, inbound calls are routed through your computer which allows you to leverage the following features:

  • Automatic caller identification.
  • Inbound calls provide clickable hyperlinks that instantly provide information from Sage CRM about that contact.
  • You can click to go directly to the relevant Company or Person screen while the call is active.
  • Quick and easy dial-out via hyperlinked phone numbers.

In short, everything your representatives need to know about a contact pops up onscreen without having to put them on hold and search for relevant records or history.

Taking Inbound Calls

When an inbound call is directed to your extension number, the CTI screen displays in a popup window in Sage CRM. If the number matches a company or person in Sage CRM, the contact is listed onscreen. If it matches more than one, all contacts are listed.

Once you click to answer or pickup the receiver, the call becomes active and additional screens and features are available. For instance if you are a sales person, you might see the New Opportunity screen popup which will gather context information so you can quickly log an interaction with the Sage CRM contact who just called.

Making Outbound Calls

Once CTI is enabled, all phone numbers in Sage CRM are displayed as hyperlinks. Even phone numbers in the context area of the screen are hyperlinks. To make a call, simply click on the linked phone number which then displays the Call screen as well as an Active call field. And of course, you can also make calls to numbers that are not stored in Sage CRM.

Sage CRM CTI Preequisites

Sage CRM CTI Prerequisites

Naturally, you can’t just connect Sage CRM with any old phone system. Here are just a few of the requirements that need to be met:

  • A private PABX switch
  • A telephony network and server
  • A local area network (LAN) and LAN server
  • Sage CRM CTI component installed on the server

Contact us for the full technical requirements documentation or if you’d like to learn more about connecting Sage CRM with your phone system.

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