{"id":24869,"date":"2024-06-19T13:32:32","date_gmt":"2024-06-19T11:32:32","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=24869"},"modified":"2026-07-28T18:47:13","modified_gmt":"2026-07-28T16:47:13","slug":"integrating-call-center-crm","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/integrating-call-center-crm\/","title":{"rendered":"Integrating Call Center CRM with your Virtual Switchboard"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2024\/06\/Imagenes-para-articulos-BLOG-Fonvirtual-1-3-1024x630.png\" alt=\"crm\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div id=\"fv-resumen-ia\" style=\"position:relative;background:#fff;border:1px solid #e8e8ee;border-radius:14px;box-shadow:0 6px 24px rgba(20,20,60,0.07);padding:20px 22px 16px;margin:0 0 28px 0;max-width:720px;font-family:inherit;overflow:hidden;\">\n<div style=\"position:absolute;left:0;top:0;bottom:0;width:5px;background:linear-gradient(180deg,#f6343f 0%,#ff7a45 100%);\"><\/div>\n<div style=\"display:flex;align-items:center;gap:10px;margin:0 0 6px;padding-left:8px;\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f6343f\"\/><path d=\"M19 3L19.6 5.4L22 6L19.6 6.6L19 9L18.4 6.6L16 6L18.4 5.4Z\" fill=\"#ff7a45\" opacity=\"0.85\"\/><\/svg><span style=\"font-weight:700;font-size:16px;color:#1a1a2e;letter-spacing:-0.2px;\">Summarize this article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p>In the business environment, it is increasingly common to find the different information systems used within the organization integrated, such as integrating Call Center CRM with your Virtual Switchboard. <span style=\"font-weight: 400;\">In order to explain how the elements of integration between Call Center services, CRM and <\/span><a href=\"https:\/\/fonvirtual.com\/en\/virtual-pbx\/\"><span style=\"font-weight: 400;\">virtual switchboard<\/span><\/a><span style=\"font-weight: 400;\">, it would be necessary to briefly explain what they are:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CRM is a tool that allows companies to manage their interactions with customers. Although the CRM concept can be extended to more, it is aimed at managing commercial relationships with customers and providing information about them. They usually include customer data as basic as contact people, email, telephone numbers or a history of customer interactions with the company.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What is a company&#8217;s Call Center? The Call Center of a company is a department made up of those people who carry the weight of external communication to the organization, communication with the client. This communication has traditionally been by telephone but, today, other channels have been opened such as email, web chat or WhatsApp. In addition, call center software is capable, thanks to intelligence artificial, to generate Conversation transcription, along with summaries, analytics, and call labels to help you get the most value out of those conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The virtual switchboard, although it also allows external communication with clients, is designed to manage and encourage internal contact between members of the company. There is no intense communication with the outside, but rather it encourages communication by voice, messaging or even video with other members of the organization in the case of having a better virtual switchboard.<\/span><\/li>\n<\/ul>\n<p> <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-24882\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2024\/06\/Imagenes-para-articulos-BLOG-Fonvirtual-4-1024x630.jpg\" alt=\"call center\" width=\"645\" height=\"397\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">\u00a0Advantages of CRM Call Center integration\u00a0<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">These three elements usually coexist integrated in any company due to the advantages and benefits it offers:<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Improved efficiency in Call Center agents\u00a0<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Having the CRM integrated allows any agent who receives an interaction from any client to find in real time all the information that appears about it. In this way, in a matter of seconds you will be able to access the information you need because the integration of both software allows it.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Greater customization\u00a0<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In this sense, by having this information, the attention that call center agents can provide is much more personalized. They can know from the history you have with the company as well as personal evaluations that may exist about the client.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Automation\u00a0<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">From preparing campaigns to call clients based on criteria established in the CRM to being able to send emails also based on segmentations, the integration between the two software allows a significant level of automation.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Reports and analysis\u00a0<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In addition to the operational advantages it offers to the agent to improve their decision-making and offer a large amount of information in each interaction, having the call center integrated with the CRM allows obtaining metrics that combine the information from the two softwares. That is, it allows us to have information about what our agents do when they interact with our clients. In addition to allowing us to obtain quantitative information about when and how much they communicate, we can also obtain qualitative information about how they do it, especially with new AI solutions.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Flexible and scalable\u00a0<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Something that both the <\/span><a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\"><span style=\"font-weight: 400;\">software para call center<\/span><\/a><span style=\"font-weight: 400;\"> as the CRM is its cloud architecture. Since they are software that works completely in the cloud, they allow scalability and flexibility as the size of the company itself requires it.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Is the switchboard integrated with the Call Center CRM?\u00a0<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">They are still ecosystems that can function in isolation, the great advantage is that they are also included within the system itself. In this way, company members can also access CRM data in real time if they eventually have to deal with a customer or, equally, if they need to be in connection with their Call Center colleagues.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Fonvirtual: Call Center, CRM and Virtual Switchboard together with Artificial Intelligence\u00a0<\/span><\/h2>\n<p> <a href=\"https:\/\/fonvirtual.com\/en\/\"><span style=\"font-weight: 400;\">Fonvirtual<\/span><\/a><span style=\"font-weight: 400;\"> offers a solution that allows you to integrate your Call Center software with the virtual switchboard and, in turn, integrate it with any CRM.<\/span> <span style=\"font-weight: 400;\">Along with all this, the possibility of offering AI within communications, enhances the amount of information that can be stored in the CRM itself (conversation summaries, labels&#8230;) which allows call center and virtual switchboard agents to multiply the effect they have when integrating both tools. <\/span><\/p>\n<style id=\"fv-blog-cats-css\"> nav.fv-blog-cats{--fv:#f6343f;--fv-osc:#d8252f;--fv-tinta:#1a1a2e;--fv-borde:#e6e6ea;font-family:inherit;max-width:1180px;margin:28px auto 18px;padding:0 4px;text-align:center!important;} nav.fv-blog-cats .fv-cats-titulo{font-size:13px;font-weight:600;letter-spacing:.06em;text-transform:uppercase;color:#9a9aae;margin:0 0 14px;} nav.fv-blog-cats ul.fv-cats-lista{display:inline-flex;flex-wrap:wrap;justify-content:center;gap:10px 12px;list-style:none!important;margin:0;padding:0!important;text-align:center;} nav.fv-blog-cats .fv-cats-lista a{display:inline-flex!important;align-items:center;gap:7px;padding:9px 18px;border-radius:999px;border:1px solid var(--fv-borde);background:#fff!important;color:#000!important;font-size:14px;font-weight:400;line-height:1;text-decoration:none!important;white-space:nowrap;cursor:pointer;transition:background .15s ease,color .15s ease,border-color .15s ease,box-shadow .15s ease,transform .1s ease;} nav.fv-blog-cats .fv-cats-lista a:hover{border-color:var(--fv);color:var(--fv)!important;background:#fff5f5;box-shadow:0 4px 14px -6px rgba(246,52,63,.45);text-decoration:none!important;} nav.fv-blog-cats .fv-cats-lista a:active{transform:translateY(1px);} nav.fv-blog-cats .fv-cats-lista a:focus-visible{outline:3px solid rgba(246,52,63,.4);outline-offset:2px;} nav.fv-blog-cats .fv-cats-dot{width:8px;height:8px;border-radius:50%;background:var(--fv);opacity:1;flex-shrink:0;} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo{background:var(--fv)!important;border-color:var(--fv);color:#fff!important;box-shadow:0 6px 16px -6px rgba(246,52,63,.6);} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo:hover{background:var(--fv-osc);color:#fff!important;} nav.fv-blog-cats .fv-cats-lista a.fv-cats-activo .fv-cats-dot{opacity:1;background:#fff;} @media (max-width:600px){nav.fv-blog-cats ul.fv-cats-lista{display:flex;flex-wrap:nowrap;overflow-x:auto;justify-content:flex-start;padding-bottom:6px;-webkit-overflow-scrolling:touch;scrollbar-width:thin;scrollbar-color:var(--fv-borde) transparent;}nav.fv-blog-cats .fv-cats-lista::-webkit-scrollbar{height:6px;}nav.fv-blog-cats .fv-cats-lista::-webkit-scrollbar-thumb{background:var(--fv-borde);border-radius:3px;}nav.fv-blog-cats .fv-cats-lista a{flex-shrink:0;}} <\/style>\n<nav class=\"fv-blog-cats\" aria-label=\"Blog categories\">\n<p class=\"fv-cats-titulo\">Explore by category<\/p>\n<ul class=\"fv-cats-lista\">\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/\" data-fvcat=\"\"><span class=\"fv-cats-dot\"><\/span>All<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/technology\/\" data-fvcat=\"technology\"><span class=\"fv-cats-dot\"><\/span>Technology<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/professional-communications\/\" data-fvcat=\"professional-communications\"><span class=\"fv-cats-dot\"><\/span>Professional Communications<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/features\/\" data-fvcat=\"features\"><span class=\"fv-cats-dot\"><\/span>Features<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/artificial-intelligence\/\" data-fvcat=\"artificial-intelligence\"><span class=\"fv-cats-dot\"><\/span>Artificial Intelligence<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/call-center-cloud-technology\/\" data-fvcat=\"call-center-cloud-technology\"><span class=\"fv-cats-dot\"><\/span>Call center<\/a><\/li>\n<li><a href=\"https:\/\/fonvirtual.com\/en\/blog\/category\/channels\/\" data-fvcat=\"channels\"><span class=\"fv-cats-dot\"><\/span>Channels<\/a><\/li>\n<\/ul>\n<\/nav>\n<p><script> (function(){ var root=document.querySelector('.fv-blog-cats'); 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