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How can I integrate our phone system with our CRM?
My company recently created a call center and all of the agents have access to our existing Saleforce.com CRM. How can I get our phone system to integrate with the CRM, so that when a customer calls their information automatically opens in Salesforce. We're using Avaya. Any thoughts?
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9 Answers
Sean,
Which Avaya? If it's Communication Manager, then you will need an AES (application enablement server) and professional services to connect to SFDC.
Richard is correct. If you are using Avaya Communication Manager (Aura), then you will need an AES server. If you are using Avaya IP Office, then you can do the integration directly out of the box with the built in TAPI license. It is certified on Salesforce, ACT, Goldmine and Maximizer.
I would recommend engaging your Avaya business partner that sold the system to you. They should be able to walk you through the integration.
Many UC platforms already have the interface written to integrate with common CRM packages such as Goldmine, ACT, etc. My firm is an NEC partner and we have very tight integration with the Zeacom Unified Communications platform which has a number of interfaces already baked.
Depending on your CRM. You CRM providers should have integration guideline/services with most-well known phone systems. If you have IP PBX, the integration should be somewhat easier than legacy PBXs.
If your CRM vendors or PBX vendor never heard of each other before, you can use something like Microsoft Lync in between to integrate the two. Several TAPI and ACD vendors can develop the integration piece for you.
Check out StarPound (http://www.starpound.net/). It's a business process communications tool built on Asterisk and J2EE that facilitates telecommunications integration with applications.
Correction...I did read your question properly on my cell phone.
This is a link for avaya-salesforce integration forum.
http://www.avayausers.com/showthread.php?t=13393
Regards,
G
Hi there,
Corebridge provides this functionality, it imports all the data from the CRM to the Corebridge server and provides call identification for outgoing calls and inbound calls.
Regards
Nisha
Hi Sean,
When looking at something like integration with a CRM package, many vendors place a premium on this (including Avaya). Often times this is a great opportunity to re-evaluate your existing phone system since there are more options now than ever before. If you are open for changing, you should take a look at the features and pricing of 3cx, especially their salesforce and ms crm integration. http://www.3cx.com
Best,
Tim
Best way :- SugarCRM + Asterisk
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