CRM Integration
Seamless CRM integration with Telviva
Tightly integrate your business communications within your CRM platform to eliminate the “app-toggling” that drains agent productivity and focus. This synergy empowers your team with a “Single Pane of Glass” experience, where the webphone is embedded directly into your existing environment.
All your conversions, in one place
CRM phone integration links telephony features directly with the CRM interface, allowing businesses to manage calls, track performance, and personalise communication without switching platforms. This leads to more productive teams and enhanced customer engagement.
- Integrates call handling and CRM data in one place
- Improves call tracking and analytics visibility
- Enhances customer engagement through real-time insights
A Single Pane of Glass Experience
By embedding the webphone directly into your CRM (like Salesforce, Zoho, Zendesk, Microsoft Dynamics 365 and more), you eliminate the friction of switching between multiple platforms and applications, allowing the technology to fade into the background so the human connection can take centre stage.
Instant Context & Personalisation
Telviva’s integration ensures that when a call comes in, the webphone triggers an automatic contact lookup. Agents can see the caller’s name, account history, and previous tickets before they even say “hello.” This moves the conversation beyond “How can I help you?” to “I see we’re still working on your request from Tuesday; here is an update.”
Make and Receive calls within your CRM
Manual dialing is prone to errors and wastes time if you have to log into another platform to make a call. With the Telviva webphone integration into your CRM, every phone number in your CRM becomes a clickable link. One click initiates the call, significantly boosting outbound productivity for sales and support teams.
Keep Track of all Interactions
Once an interaction is concluded, it logs the history of the interaction on the relevant customer’s account in your CRM – it can create a ticket, log the call duration and add the call recording link directly into the CRM record. This ensures a 100% accurate audit trail without relying on agents to manually take notes after every interaction.
Frequently asked questions
Got questions?
We’ve got answers! Explore our FAQs to find quick solutions, helpful tips, and everything you need to get the most out of your experience. If you don’t find what you’re looking for, click on the chat to us feature.
Which CRM platforms does Telviva One webphone integrate with?
Telviva offers native integration with major global platforms including Salesforce, Microsoft Dynamics, Zoho, Zendesk, Freshdesk,and Hubspot. For businesses using niche or industry-specific systems, we also provide a Software Development Kit (SDK) and open APIs to facilitate custom integrations.
How does CRM integration improve the customer experience (CX)?
Integration creates a “single pane of glass” view. When a customer calls, their profile and interaction history (across voice, chat, and email) pops up on the agent’s screen. This eliminates the need for customers to repeat their details and allows agents to provide personalised, high-context service from the first second. It also reduces an environment of operating in multiple systems.
Can my agents log in and out of queues from within the CRM?
Yes, call centre queue logs are available in the Telviva One webphone integration by purchasing an add-on call centre license.
Can I make calls directly from my CRM interface?
Yes. Our integration enables click-to-dial functionality. Your team can simply click a phone number within the CRM record to initiate a call through the Telviva One webphone, saving time and reducing dialing errors.
Can the calls I make and receive in my CRM be recorded?
Yes, while the call records and links are logged in the CRM for easy access, the actual recordings are stored in Telviva’s secure, regulatory-compliant cloud storage. This ensures you meet POPIA and other data sovereignty requirements while keeping your CRM database light and efficient.
Can Telviva integrate with our own custom-built or legacy CRM?
Yes. We understand that many enterprises have invested in proprietary systems. Our Software Development Kit (SDK) allows your developers to embed Telviva’s communication tools (like call control and recording) directly into your existing in-house software.