Yes you can! And not only that, you can record and store the call for content verification. Ever since Microsoft Dynamics CRM established itself as a major player in the CRM space a whole market of integration plugins have been developed.
There has been a recent drive to integrate phone systems directly to Dynamics CRM 2011. This allows organisations to make phone calls by just clicking on the contacts number or from a selected list of contacts. Once a connection is made the content of the call is recorded and is logged in the CRM’s Activities. This has massive benefits where the content of a call has needs to be reviewed at a later stage.
Real time dashboards can show which of your employees makes the most calls and what their average call time is.
In a call centre environment this type of managerial information is essential for staff evaluation and development.
So do you need to invest in a complete new phone system?
As a rule, you need to make no hardware investment what so ever. Most systems are charged on a per user / per month basis starting at around £10 a month. The technology plugs directly into Microsoft Dynamics CRM and uses your existing telephone system whether that is BT, Mobile, VOIP or Softphone.
Given its low start-up cost and flexibility these systems are aimed at anyone who has a need to record telephone conversations and easily find those calls in their CRM system.
If this is something that your organisation can benefit from please give us a call.