Having a solid customer management system is key. It is the place where we keep all that valuable data about our clients and potential clients, the treasure of the company! From this platform, we can generate detailed reports, plan effective strategies and work more efficiently on a day-to-day basis thanks to the latest CRM applications and systems for call centres.

Connecting this system with the software para call center enables more seamless management of incoming and outgoing calls, providing full control and quick access to crucial information. The result? Greater efficiency, more satisfied customers and, of course, more business opportunities.

In this article, we invite you to discover some of the new applications that Fonvirtual offers to enhance your call center and completely transform the way it interacts with the CRM system. Get ready to take your customer service to the next level!

Integration of call center software with CRM

One of the most notable advantages of Fonvirtual applications is their perfect integration with your company’s CRM system. Each interaction with customers is automatically recorded in the CRM. This means that all relevant information, including queries, complaints, requests and comments, regardless of the channel, are centralized on a single platform, facilitating data management and analysis. Additionally, this integration enables a complete view of each customer’s interaction history, making it easy to personalize future interactions and make data-driven strategic decisions.

Let’s see what applications Fonvirtual’s call center software has that provide information to the CRM:

• Transcripts and summaries of conversations:

Fonvirtual offers the functionality of converting all telephone conversations into text and generating automatic summaries of them highlighting key points. This tool not only makes it easier to review and analyze customer interactions, but also allows for better knowledge management and informed decision making. By passing this information instantly to the CRM,call center agents They will be freed from taking notes and recording customer interactions manually.

• Smart IVR:

HeIVR Fonvirtual’s intelligent (Interactive Voice Response) is the key to a smoother and more personalized calling experience. The system interacts with the client according to predefined parameters and will be able to understand their need and act accordingly. You can either transfer the customer to a human agent from a specific department or consult a database to give them specific answers such as, “what is the status of my order.” We also record all this information in the CRM so that there is a record of the interaction whether or not the client spoke with an agent.

• Virtual assistant:

Unlike the intelligent IVR, the Virtual Assistant is fed with a global knowledge base of the company and is helped by artificial intelligence to build responses based on the information that is configured. This assistant will be able to serve the client completely autonomously and refer the client’s conversation to the human agent when it is considered necessary, either because it does not find a response or because a pre-established pattern has been established that activates the transfer to the human agent. Likewise, these interactions will be recorded and summarized in the CRM.

• AI Interpreter:

The ability to communicate with clients from different countries and cultures is essential. Fonvirtual’s Simultaneous Translation application (AI Interpreter) for call centers eliminates language barriers by offering real-time translations during conversations. Whether you are serving a client who speaks another language or coordinating multicultural teams, this tool allows you to communicate effectively and smoothly. In addition, all recorded information is automatically stored in the CRM, guaranteeing centralized and complete management of customer interactions, regardless of the language used.

It is important to keep in mind that both the IVR and the aforementioned virtual assistant as well as the AI ​​interpreter or simultaneous translation can be connected to the voice channel (web or telephone call) and the messaging channel.

• Sentiment Analysis:

Another interesting feature of Fonvirtual’s call center software is the sentiment analysis of calls. The system is capable of identifying the level of call satisfaction depending on concepts such as tone, silences, interruptions, etc., among other characteristics, and scoring its quality. Create a summary of agent and customer attitude and reflect it in the CRM to identify patterns in interactions that lead to positive or negative experiences and adjust your processes or training accordingly.

For these and other functionalities, Fonvirtual stands out as the best call center software thanks to its innovative approach supported by cutting-edge artificial intelligence technologies. Quality and experience are combined in a comprehensive platform that not only optimizes communications management, but also improves customer satisfaction and operational efficiency. What are you waiting for to contact us and get the most out of your communications?