Integrated IP Phone & CRM Solution

Our solution supports a wide range of IP telephony systems and providers including Cisco, Avaya, RingCentral, 8x8, Vonage, Amazon Connect, Twilio, Microsoft Teams, and many others. We offer both cloud-to-cloud integrations for hosted VoIP services and on-premises connectors for traditional PBX systems. The integration architecture is flexible enough to accommodate custom and proprietary systems through our telephony API framework. For organizations with multiple phone systems or those planning migrations, our solution can bridge different platforms simultaneously.

When a call comes in, our system uses the caller ID or ANI (Automatic Number Identification) to instantly search your CRM for matching records across multiple entities (contacts, accounts, leads). The most relevant record is immediately displayed on the agent's screen before they answer, including customer profile, recent interactions, open opportunities, service cases, and custom fields you configure. For unrecognized numbers, the system can create new lead records automatically. The screen pop functionality works with both inbound and transferred calls, and includes configurable business rules to determine which information to display based on call queue, time of day, or customer attributes.

Our solution provides multi-dimensional analytics for all phone interactions. Standard reports include call volume trends, agent performance metrics, talk/hold time analysis, first-call resolution rates, and outcome tracking. The analytics engine integrates call data with CRM information to provide business context, such as calls per account, conversion rates from calls, and customer sentiment analysis. Custom dashboards can be created for different user roles, from agent-level activity views to executive summaries. All reports can be scheduled, exported, and integrated with business intelligence tools. The system also includes real-time monitoring dashboards for active call management and queue optimization.