Integrating Call Recording With CRM Applications

While capturing online interactions may seem simple enough, why not further enrich that data by automatically including telephone interactions?

Profile

Whether you’re a small business trying to compete like a large enterprise or a large enterprise seeking the agility of a small business, the best way to make sure that you’re giving your customers the experiences they want is to gather as much relevant data as possible.

Challenges


John uses call recording to record their contact center and back office calls. His team uses a CRM application during phone calls so that data can be entered concerning the account. With the recordings located on one server and in archive, and the CRM application running on a different server, he needs a way to be able to associate the two, where the entire customer interaction is available from a single application. Some of the challenges John faces include;

Searching for the recordings is cumbersome and time consuming for his team
Sales rep might have to fill in for another with respect to previous conversations
His team spend too long in wrap up time moving from one application to another instead of being available for calls
Not capturing complete details, meaning they aren’t fully compliant, efficient, or able to evolve with the latest technology
Sales don’t log all calls due to lack of time, which limits the view on how they engaged prospects and customers

Solution


Dubber has an API-focused architecture and next-level transcription solutions which power integrations with Salesforce and other application, automatically associating calls made to and received from customers against their unique CRM records, helping you make the most of the connections you make with customers. With Dubber integrations, John can improve customer service levels and increase his team’s available time through;

Reducing manual work for his agents
Coach or revisit prospective clients caught in a long sales-cycle
Give his team an at-a-glance insight into all calls received and made to each customerfrom all parts of the organization
Push the information automatically into a lead, contact or account within the application using recordings and transcriptions and the associatedrich metadata
Log, record and store calls for quality assurance and compliance, attached directly to each customer record
Give complete control over data collected, where to store it and what to do with it, using open API, providing complete freedom.

Conclusion


Dubber's API-focused architecture and next-level transcription solutions helps power integrations with Salesforce and other applications, this allows businesses to make the most of their connections with customers.

Dubber’s recording platform works seamlessly with your tools and applications to ensure compliance and regulations are met whilst driving greater focus on customer experience.

Use Cases

Dubber has a wide cross section of compliance and security features designed to give you peace of mind. To view Dubber's entire call recording feature suite, visit our Use Cases.

Dubber Call Recording Business Use Case: Integrating With CRM Applications Use Case
Integrating With CRM Applications Use Case

Learn how Dubber’s recording platform works seamlessly with your tools and applications to ensure compliance and regulation are met whilst driving greater focus on customer experience.

Dubber Call Recording Business Use Case: Financial Institutions Use Case (Financial Services)
Financial Institutions Use Case (Financial Services)

Learn about how financial institutions and advisors can comply with relevant regulations with a call capture and voice AI solution that provides risk prevention and fraud protection.

Dubber Call Recording Business Use Case: Educational Institutions Use Case (Education)
Educational Institutions Use Case (Education)

Learn how educational institutions can monitor processes and eliminate errors in details and communication with a cloud-based call capture service.

Inspired by this use case?

Want to learn how our API-focused architecture and next-level transcription solutions help power integrations with CRM applications?

Talk to us today