Quite an interesting phenomenon is unfolding with the convergence of CRM (Customer Relationship Management), Cloud Setup and Dialer technology. As we all know, CRM is the heartbeat of any sales team. CRM software provides significant edge for sales operation to scale. Similarly Web and IP connectivity form the information superhighway connecting all the major data centers around the globe in this phenomenon called “Cloud”. This is seen in the growth and availability of reliable Data Centers around the world. Phone service is more important than ever because of the proliferation of Web and Online business that has changed the way commerce is carried out. Because of this, Dialers have become the engine for driving for customer contact.
Let us look at this convergence in little more detail. Dialers are a part of every modern contact center. Integrating CRM and Dialer drives efficiency of customer contact. There is some degree of duplication between the record keeping functionality of a CRM software and that of a Contact Center Software. Therefore the level of integration between a CRM and a Dialer is dictated by the requirements of the operation. Since both are database driven, there is a compelling need to keep the Dialer and the CRM databases synchronized.
Cloud setup makes it easy for running geographically distributed operations. It also allows on-demand growth in data centers and reduces the need for large capital expense. Availability of sophisticated PBX along with ACD and Dialer software has driven the build out of Cloud based CRM and Dialer platforms. This especially true with Asterisk, the leading hybrid PBX. Q-Suite, a feature rich multi-tenant contact center software for Asterisk provides a viable option for CRM integration to Dialer whether in Cloud or on premise.