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You would be surprised how easy a VoIP system can help you to integrate your existing business application, such as CRM. All you need is an IP PBX system (for example, Microsoft Response Point), a proxy services, and a CRM system.

Let’s use Microsoft Dynamic CRM as an example. IP PBX often has the “web linking” feature that can call up a particular web page when a certain call arrived.

Because each call has digital information called “Caller ID”, the ID identifies who is calling what number. After a call was received by the IP PBX, the caller information is passing to the desktop agent that will then call up internet explorer and access a web page with the caller ID information in it.

In the case of Microsoft Dynamic CRM; received call will call the customer contact information directly. You would able to know all the detailed customer information “before” you answer the call.
figure 01
figure 1: Through system to integrate application (CRM)
This is a big advantage for doing customer services, since you would know the customer’s name and services history before you talk to customer.

In case of multiple records was found in the database, a proxy web services would be called upon for services staff to determine which web page they want to access.
figure 02
figure 2: Multiple records through web services to integrate application (CRM)
This is how VoIP can help your business. The integrated voice and data services used to be only available to large company with huge budget. With simple VoIP integration, even small business can enjoy the benefits.
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