VoiceGates Telephony Integration with Napoleon CRM
In the world of Customer
Relationship Management (CRM), the objective is
to obtain accurate client information and maintain contact
with the client throughout the product or service lifecycle
at critical contact stages. Most CRM software will prompt
sales or service personnel to contact their customers, but
cannot ensure that the contact is made according to the protocol
and established business rules of the company.
VoiceGate has integrated several of its Telephony Integration
modules with Napoleon CRM in order to ensure that the information
is being obtained correctly, and that the prompts for customer
contact are being executed, enabling management to review
the contacts made, and identify the contacts that were not
made. Managing those issues is the completion of the communication
loop in the companys CRM process.
Incoming Call Screen Pop
Whether from an Auto Attendant or a
live receptionist, general inquiry sales or service calls
can be forwarded with the associated customer screen pop.
VoiceGate sends the incoming caller ID to the Napoleon database
to search for a unique matching record, and then prompts the
user to click on the incoming call record to pop the complete
If the number is not a unique record in the database, it
will prompt the user to create a new customer file with the
incoming caller ID, therefore ensuring that all inquiries
are entered into the CRM system and providing an accurate
accounting of the sales or service traffic.
With this functionality, if there is a specific promotion
that has a unique 1-800 or Direct Inward Dialing number (DID)
associated with the promotion, then a specific script would
be prompted to the user, effectively matching the incoming
call with the promotion for advertising tracking purposes.
It also provides the most efficient way of handling the incoming
call, whether it is to a sales or service agent, or in a call
Call Logging and Recording, and
Know Whos Calling You
and Whos Calling Who
VoiceGates Call Logging
module records all of the inbound and outbound traffic from
the extensions of the sales or service personnel, ensuring
that the calls are being made according to the CRM prompts
based on the company business rules.
Each person has a To-Do List of contacts that they are expected
to make each day. VoiceGate sends the extension activity to
the Napoleon database to cross reference the information,
providing a list of the contacts made, and more importantly,
of the contacts that were not made during the course of the
day. This ensures that management is aware of the initiatives
that are not being carried out by the personnel and allows
them to focus on making sure that those contacts are made.
VoiceGate also sends the incoming call data to Napoleon CRM
to reference and track the effectiveness and response of advertising
campaigns that are set up with unique 1-800 or DIDs. An accurate
count of the number of people that responded to the ad is
continually tracked throughout the campaign to show how many
that responded actually purchased, and what return on investment
was realized as a result.
VoiceGate also records the actual conversation from each
of the extensions, for all inbound and outbound, as well as
station to station calls. All calls are stored on the VoiceGate
server and are accessible by searching by date, time, telephone
number or extension. Managers can chose to review the calls
and use as a coaching tool for the staff or to settle disputes
with clients or between co-workers. Now you are able to ensure
that the message your company sends to your clientele is consistent,
and you can protect yourself from bogus claims.
Automated Message Delivery
With the volume of contacts increasing, many companies are
choosing to have an automated message delivered to their customers.
Record your message with the voice of an actual employee and
let VoiceGate deliver the message to your clients that you
have targeted through the Napoleon CRM database.
Whether it is a reminder for services due, an important recall
or notice, or a special marketing promotion, VoiceGate ensures
that the message is delivered consistently and effectively
to your clients, and allows the client to respond to questions
or surveys recorded on the message. The results of the calls
and the answers to the surveys are fed through Napoleon CRM
to track the effectiveness of the campaign and summarize the
Together, the integration of VoiceGate and Napoleon CRM have
closed the communication gap in monitoring and measuring the
effectiveness of your CRM initiatives and deliverables and
provides you with an actual account of the return on your
investment in your marketing, your personnel and your clients.
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