Active’s Senior Product Specialist Caoimhe Lambert explains the benefits of Microsoft Teams Telephony integration with your CRM.
What is Teams Telephony Integration?
With Teams Telephony Integration you can connect your CRM (Customer Relationship Management) system with Microsoft Teams to enable your team to make and take calls directly from your CRM. This allows you to click to call via Microsoft Teams from a contact record and automatically logs call data, including transcription if required. It is also possible to answer calls and view the contact record associated with the number.
What are the benefits of Teams Telephony Integration?
This integration streamlines communication, reducing time spent switching between a CRM record and Microsoft Teams or another calling platform. Your team can clearly view contact history, allowing them to strengthen relationships as previous interactions are tracked.
Automatic data logging improves reporting and follow ups as you can be sure that everything has been recorded within the system and cross-team collaboration is made easier.
How it Works
- Click-to-Call from CRM: You can make a call through Microsoft Teams by clicking the call button next to a contact’s name on your CRM.
- Automatic Call Logging: Call details, notes, and conversations are automatically logged within the CRM’s call records, ensuring comprehensive history and analytics.
Key Benefits
- Improved Customer Experience: Strengthen relationships by having immediate access to contact history.
- Better Data Management: Automated and accurate call logging leads to more complete and reliable customer data for reporting and business intelligence.
- Increase Efficiency: Save time switching between apps when handling calls and accessing data.
- Enhanced Collaboration: Connect your teams by integrating their communication and data tools.
Recent Project
We recently implemented a Microsoft Teams Telephony solution for one of our FE college customers. They are now able to make and receive calls directly from their CRM, improving communication with students for their Support and Enquiries teams.
Read our Customer Success stories to see more of our projects.