Telephony solutions today are so much more than just making and receiving calls. By connecting your telephony with other systems, you can automate processes, improve the customer experience and gain valuable insights into your business. In this article, we highlight five integrations that can change the way you work with your telephony – from smart user management to advanced data analytics.
1. Create users easily with Entra ID or API
Manually managing users in multiple systems is a time waster. By connecting Telavox with Entra ID (formerly Azure AD), companies can automate the management of their employees. For example, when a new employee is added or changes tasks, the information is automatically updated in Telavox.
For larger companies that want to go a step further, there is also the option to use the Telavox API. When a new employee is created in an HR system, it can automatically trigger a license in Telavox.
This saves a huge amount of time and reduces the risk of errors, especially for companies with many employees and high staff turnover.
2. Deliver a better customer experience with CRM integration
Smooth and efficient customer service relies on quick access to the right information. By integrating your telephony with your CRM or case management system, your agents get instant insight into your customer’s history, allowing them to provide better service and more personalized responses – without wasting time searching for data manually.
How does it work? When a call comes in, the customer is automatically identified by their phone number, and all relevant information is displayed either in a widget or directly in your CRM system. This allows support agents and salespeople to see previous tickets, interactions and ongoing deals – leading to faster resolutions and a more professional customer experience.
Examples of benefits of connecting your CRM to Telavox:
- The caller’s customer card opens automatically when a call comes in – and your agents don’t have to ask for extra details or search manually.
- Recorded calls and AI transcripts can be saved directly to the customer card.
- A seller can instantly get information about which products a customer has bought and can customize their offer.
- Customer service agents don’t have to ask for customer details – the information is displayed automatically.
We have ready-made integrations with several of the largest CRM and ticketing systems on the market, including Salesforce, HubSpot, Microsoft Dynamics, Pipedrive, SuperOffice and Zoho CRM. For companies working with ticketing, there are also integrations with Zendesk, Freshdesk and other popular ticketing systems. If your company uses another system not on the list, Telavox can still be integrated through APIs or webhooks, making it possible to tailor a solution to your needs.
If your company hasn’t yet connected telephony to your CRM, now is the time to do it!
3. Customized solutions with Advanced Nodes and Personal Webhooks
Every business has its own needs, and sometimes standard integrations aren’t enough to create an efficient and seamless telephony experience. With Advanced Nodes and Personal Webhooks, businesses can build customized flows and automations that make telephony more intelligent and tailored to their unique business requirements.
With Advanced Nodes, calls can be routed based on specific data, making it possible to automate call routing and give customers a more personalized experience. For example, VIP customers can be connected directly to a VIP queue for faster service, while a customer who has recently contacted support can automatically speak to the same agent for a smoother follow-up. A car repair shop can automatically connect incoming calls to the responsible service technician and the service technician automatically sees the REG number of the caller along with the phone number, which streamlines the management of bookings and service cases. Insurance companies can use the same principle by transferring calls directly to the agent handling an ongoing claim, instead of the customer having to explain their case from the beginning.
Personal Webhooks enable automated actions after a call is closed, streamlining workflows and improving follow-up. For example, a call can trigger a customer survey sent out via SMS, a Slack note to the sales department if an important customer has contacted them, or an automated task in the CRM system that reminds a salesperson to follow up on the case.
In short, with Advanced Nodes and Webhooks, you can create a telephony experience that is tailored specifically to your needs.
4. Increased security with BankID
Fraudulent calls are becoming more common, and sometimes it is necessary for businesses to ensure that they are talking to the right person before giving out any information. By integrating BankID into telephony, customers can identify themselves in the queue or during the call, which both strengthens security and simplifies case management. This creates a safer experience for both customers and employees, reduces the risk of unauthorized access and contributes to a more efficient call process.
With smooth and secure verification, businesses can quickly and easily handle customer cases without unnecessary risks.
5. Gain new insights with statistics in Power BI
To gain better insight into their telephony, Telavox offers comprehensive statistics and reporting tools, where businesses can easily track call volumes, response times and queue management. These reports provide a clear picture of how telephony is performing and help businesses identify patterns and areas for improvement.
For companies that want to dive even deeper into their data and connect telephony statistics with other business insights, Telavox can be integrated with Power BI. Through this integration, companies can access raw data from calls, queues and employee response times in an interactive dashboard. It becomes possible to analyze call volumes, identify how many calls are answered versus those that are missed, and see when the load is highest during the day. Businesses can also gain insight into which customers call most often, how long calls are and what factors affect response times.
It can provide new insights on how, for example, businesses can optimize their staffing, improve customer service and reduce waiting times by having full visibility into their call statistics.
Executive summary
By integrating telephony with existing systems, businesses can save time, improve customer experience and gain better control over their operations.
Ready to take your telephony to the next level? Contact us to explore how our integrations can fit your business.
Read more about our integrations here.
