What Is a VoIP Integration?

VoIP integrations benefit phone system efficiency.
by
Nicholas Price

When your business phone is ringing constantly, it’s a great problem to have and a VoIP integration can help you handle your call flow more easily. It’s frustrating for customers when you have to make them wait on the phone while you transfer them, get their phone number, or take a message.

There’s always the risk of a mistake when someone transposes the digits of a phone number or writes an illegible message. One incorrect digit on a phone number could mean a lost sale. It’s even more frustrating for customers or prospects if you have to put them on hold while you locate their file or pull up their account information using another system. If another call comes in at the same time, you then have two frustrated people waiting. You need a way to manage the second incoming call without losing them.

The reality is that manual processes cost you time and money and they’re just as frustrating for employees as for customers. If you’re thinking there has to be a better way, there is—with VoIP integrations.

Advanced features and lower costs are big motivators for businesses to move their communications processes to the cloud where they can take advantage of the newest capabilities and functionalities. VoIP integrations open up a whole new world of communication possibilities for businesses.

Understanding VoIP Integrations

VoIP stands for voice over internet protocol which is a type of technology that allows you to talk to your computer directly or through a headset. With a VoIP infrastructure, you can transmit your voice over the internet using any electronic device that has an internet connection—mobile phones, computers, tablets, and even a traditional landline that uses a VoIP system. VoIP technology, which hosts data securely in the cloud, quickly and easily integrates with cloud-based phone systems and other software applications.  to give you a flexible, yet comprehensive software ecosystem.

Beyond the issues of wait times and manual note-taking, plain old telephone systems, or analog phones, can’t integrate with other business applications on their own, which means that they’re limited to their own network. The only way to access customer account information is by using a separate system. An analog telephone adaptor allows you to connect an analog phone to a VoIP system.

With VoIP integrations, users can switch between tools and sync information between them. This technology allows companies to take advantage of lots of useful functions that alleviate the problems associated with manual processes.

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The Benefits of Using VoIP Integrations

If you’ve ever done business over the phone with a company and they were able to pull up your account quickly, answer all of your questions, and resolve your problem without placing you on hold or having to call you back, the person you spoke to probably used a system with VoIP integrations. The whole process can be so intuitive on the employee’s end and so seamless on the customer’s end that customers don’t have a clue about how it all happens on the other end. All they know is that they received the kind of customer experience that can’t be rivaled.

VoIP integrations benefit not only the customers but the employees and the company, as well.

Here are some of the benefits of VoIP integrations for employees:

  •   Allows them to multitask
  •   Increases efficiency
  •   They can access, use, and share data=

Companies also get these benefits from VoIP integrations:

  •   Employees can access the system remotely
  •   Makes it possible to set up distributed teams or remote teams
  •   Streamlines communications processes
  •   Designed for call center use
  •   Easy to set up and update in the cloud
  •   More cost-effective than analog systems
  •   No limit to the number of software applications you can add
  •   Easy to scale

Choosing the Right Call Center Software

Considering the benefits of VoIP integrations for companies, it’s easy to see why they’re essential additions to call center software, along with the presence of a cloud-based phone system.

What should you look for in the right call center software?

  • Has the capability for VoIP integrations with other cloud-based tools
  • Has the features that will function according to your needs
  • Consolidates your communications processes into a single source—email, CRM, surveys, QA, etc.
  • Intuitive and easy to use
  • Simple and fast to set up
  • Easy to update in the cloud
  • Easy to scale
  • International calling — use local numbers in different geographical areas

The right call center software is cost-effective, easy-to-use, and gives your call agents all the tools they need to meet your expectations. 

Improving VoIP Phone System Performance 

VoIP integrations will improve your phone system’s performance significantly. Since it’s easy and inexpensive to use VoIP integrations, it’s practical to consider which apps will help you work more efficiently.

CRM

Most companies today are using some kind of CRM system, whether it’s a universal system or one that’s specific to a particular industry. When you integrate your CRM system with your phone system, it saves you lots of time from bringing up contacts, notes, and information. You can add notes right while you’re on the call without having to take time for it after the call. CRMs are essential for sales and support teams to operate effectively and provide excellent customer experiences.

SMS/text or chat

Some customers prefer to chat or text rather than talk on the phone. When you’re on the phone with a customer and you need to switch the mode of communication to chat or text, a VoIP integration with a text-provider can make that happen. An app that offers text or chat features lets you respond to customers directly through your core business apps in the mode of communication they prefer.

AI and transcription.

Sometimes leaving notes after a call just isn’t enough. With AI and transcription apps, you generally get call recordings and transcription automatically on every call. These apps are useful for going back to an original call to get a clearer context of previous conversations. It’s also highly valuable for training and coaching purposes and helping employees or call agents learn how to handle difficult calls.

The key to getting the right digital tools is choosing the right combination of apps to maximize the potential of the features you need to make your organization work as efficiently as possible.

Choosing the Right VoIP Integrations 

When considering which VoIP integrations are right for your company, Aircall’s cloud-based phone system offers out-of-the-box integrations with the most popular help desk software, sales tools, adn CRMs that you can customize to meet your needs.

Some of the things to consider are what type of industry you’re in and whether you need them for inbound calling, outbound calling, or both. Some of the apps are specifically designed for purposes of customer support and others are better-suited for sales. Aircall also has open API if you want to develop your own integration to meet your needs.

Sales App Integrations

Some of the sales app integrations you may consider are: 

  • Salesforce – CRM for sales works with Aircall to centralize your workflows.
  • Salesloft – tracks and monitors sales and integrates with Salesforce.
  • Refract – syncs with Aircall for sales call analysis and coaching.
  • Typeform – embed a form on any platform or page, ask a few survey questions, and capture all the data.

Customer Support Integrations

A few options of apps you might consider for customer support are: 

  • Zendesk – use with Aircall to make calls directly from your helpdesk.
  • Segment – aggregates Aircall events and call data and track agent performance.
  • PieSync – syncs your contact list with CRM, email marketing, invoicing, and eCommerce.
  • Diduenjoy – automatically send a survey to customers at the end of a call to gauge satisfaction.

Aircall App Marketplace

Aircall’s App Marketplace gives you many more ideas, applications, and options.

If you prefer, create your own app with Aircall’s open API. Developers can customize solutions for you by building your own integration. Open API adds value to your other business applications and developers won’t have to write code from scratch. Experienced developers can get APIs working in short order.

Overall, your end goal is to ensure that all of your customers get the best experience you can give. When you’re successful, you’ll naturally benefit from increased revenue.

The way to maximize the potential of your communication system is to use VoIP integrations along with your cloud-based or other phone system to form a cohesive, comprehensive ecosystem where call agents, customer support agents, and salespeople have all the right tools at their fingertips. Your customers will be pleasantly surprised when they realize they don’t have to wait on hold and they can get the help they need right away. Good customer experience will pay off with repeat business, referrals, and enhanced branding. 

The right phone system and the right integrations streamline your communication processes and capture call data automatically. That’s very important because your work continues even when your calls end. It’s essential in today’s market to get the right data which is key to assessing your current and future needs. A VoIP phone system will help you in your efforts to be progressive and forward-thinking.

The phone system for modern business