Why Asterisk CRM Integrated IVR Solution is Best For Business

The brief answer to this is customer experience is in focus in business communications. CRM integrated IVR solution is miles ahead of the vanilla IVR solution as you will see and experience if you put one in place from an expert in CRM-IVR integrations.

The plain IVR

Businesses gleefully put in place a plain IVR with a standardized tree-branch structure as a measure of providing self-service and freeing their executives from the burden of handling routine tasks. What happens in this case is that a caller enters a maze of prompts and button pushes. A caller can end up getting nowhere. In the process rage and frustration mount to the point that he just leaves and fires off an email. Decidedly that makes for a very unhappy customer who probably is thinking of switching over to another company. The enterprise, on the other hand is blissfully unaware that it has just lost a customer because of its stupid IVR. Existing customers leave. New prospects simply flit off elsewhere. If only the enterprise had opted for CRM integrated IVR solution !

CRM integrated IVR solution

CRM-IVR is a marriage made in communications heaven. The scenario is quite different. An existing customer calls. The CRM kicks in and identifies his number and fetches his data. The IVR responds in a personalized manner and jumps straight to the point. A considerate IVR may even ask the caller if they wish to talk with a human agent. The caller may not jump with joy but you have a decidedly happy one who appreciates this type of contact facility. The rest, as they say, is easy. The caller’s task is completed in record time and, possibly, the organization has won an order or delivered happiness to an existing customer.

CRM does more than just fetch data. It also grabs data. Suppose a new lead walks into the IVR. His caller ID/number is fed to the CRM and thus starts the customer journey. The smart CRM-IVR may even identify that this is a new number and may decide that a human touch is preferable than the maze of button pushes and prompts an agent to jump right in.

Sales and marketing people need not operate in isolation. They can grab data from the CRM and initiate a call that could possibly lead to a buy. Support staff gets updates from the CRM to follow up on message left by an existing customer. You can take this opportunity to cross sell or upsell or get a brief survey done.

The busy and helpful CRM will also give reports from time to time so that the business knows just how matters stand and what they can do to improve customer experience.

Asterisk CRM-IVR integration takes it to a higher level

Asterisk Service CRM-IVR includes IVR scripts, voice XML support, ASR-IVR combinations, API and SOAP integrations in addition to an infusion of AI with ML. Your IVR-CRM actually becomes smarter as it learns and drives better services.

Source: https://ivrsystemdesign.wordpress.com/2019/07/15/why-asterisk-crm-integrated-ivr-solution-is-best-for-business/

How Custom CRM Development Accelerates Business Automation

Software tends to acquire new features with each upgrade and it leads to a point where the package becomes so bloated that users find it difficult to find precisely the features they need. It is no different in the case of CRM. Proprietary CRM packages are no doubt feature packed but this same quality can present obstacles in use.

The solution is custom CRM application development. Customized CRM has only those features that an enterprise needs for its sales, marketing, service and invoicing functions. The workflow becomes smooth and fast because employees can access features they need without waste of time. Specialists in CRM development services can customize dashboards to suit various departments like marketing, sales and service. Such customized solutions make it possible to create charts in minutes and have notifications and alerts that even extend to the mobile platform.

Another advantage of custom CRM is that workflows can be automated based on the company’s method of operation. Automated alerts can help sales people contact prospective customers no sooner they receive notifications on their device. A company may handle dozens of orders in a day or even more and automation speeds up business process leading to increased revenues and better customer satisfaction since customers are automatically diverted to the right person to handle their query.

Data is at the core of efficient CRMs. Customizing CRMs means including only those data fields that are needed for that specific business, which results in faster input of data as well as access at a later stage, which results in faster throughputs.

Custom CRM developers can port data from and to any third party application which greatly reduces workload and time it takes to complete tasks. Exchange of such data is automated and automatically reconciled which again translates to avoiding duplication of work and faster business processes. Custom CRM can integrate SMS, Email, fax, whatsapp, mobile and phone as well as accounts in an easy to use interface. Just imagine the benefits of such a unified solution in a CRM customized to your needs. The icing on the cake is that you pay far less for custom CRM than for a proprietary bloated package.

Source: https://ivrsystemdesign.wordpress.com/2018/06/20/how-custom-crm-development-accelerates-business-automation/