Unveil the path to communication excellence with our VoIP CRM system. Learn how strategic tracking, insightful analytics, and efficient management contribute to a thriving and well-controlled communication landscape, empowering your business to connect seamlessly

1. ENHANCING CUSTOMER
RELATIONSHIPS WITH VOIP
CRM
Your Path to Seamless Communication and Stronger
Relationships
2023

2. What is
VOIP CRM?
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VOIP CRM stands for Voice over Internet Protocol
Customer Relationship Management. It is a
technology that combines two important business
tools: customer relationship management (CRM) and
voice over internet protocol (VoIP).
With VOIP CRM, businesses can manage their
customer interactions through a single platform,
including phone calls, emails, chats, and social media.
This allows businesses to provide a more personalized
and efficient customer experience while also
improving internal communication and collaboration.
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2023

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VOIP CRM ARCHITECTURE
Note: As per TRAI Rule, in-case of using PRI/GSM Gateway in cloud, the calling
functionality will be Two-Leg Channel.

4. BENEFITS OF VOIP CRM
Using VOIP CRM can significantly increase efficiency in business operations. By automating tasks such as call routing and call logging,
employees can spend more time focusing on high-value activities like customer engagement. This leads to improved productivity and
faster response times for customers.
In addition to increased efficiency, VOIP CRM also improves customer service. With features like call queuing and personalized greetings,
businesses can provide a better experience for their customers. This can result in higher customer satisfaction rates and increased loyalty.
Finally, using VOIP CRM can lead to cost savings for businesses. By consolidating communication channels and reducing the need for
physical infrastructure, businesses can save money on equipment, maintenance, and other expenses. Additionally, VOIP calls are often
cheaper than traditional phone calls, resulting in lower phone bills.
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2023

5. 5
INBOUND VOIP
FEATURES
One of the key benefits of VOIP CRM is its inbound features,
which can greatly improve customer service. Call routing, for
example, allows calls to be automatically directed to the most
appropriate agent, based on factors such as language preference
or product expertise. This helps to reduce wait times and
ensures that customers are connected with the right person to
address their needs.
Call queuing is another important inbound feature that can help
businesses manage high call volumes. When all agents are busy,
calls are placed in a queue and customers are given an estimated
wait time. This reduces frustration and helps customers feel
valued, even when they need to wait to speak with an agent.
Finally, IVR (Interactive Voice Response) allows customers to
interact with a menu system using voice commands or touch-
tone inputs. This can help to quickly direct customers to the
information or agent they need, reducing wait times and
improving overall satisfaction.
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2023

6. 6
Personalized
Greetings & Music
Incoming Call POPUP Incoming Call Logging Call Conferencing Call Masking
DND
Custom Caller ID
Voicemail
IVR & Auto
Attendants
Call Forwarding
Call Queues
Call Waiting & Call on
Hold
Concurrent Calls Ring Teams Sticky Agent
Dashboard Monitoring
Contact Management
Lead Management
Call Routing
Call Transfer
INBOUND FEATURES
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2023

7. 7
OUTBOUND VOIP
FEATURES
One of the key outbound features of VOIP CRM is predictive
dialing, which uses algorithms to predict when agents will
become available and automatically dials the next number in the
queue. This can save significant time for sales teams, as they
don't have to manually dial each number and wait for someone
to pick up. In addition, predictive dialing can help increase the
efficiency of sales calls by reducing the amount of time agents
spend waiting between calls.
Another important outbound feature of VOIP CRM is click-to-
call, which allows agents to make calls directly from their
computer or mobile device with just a single click. This can be
especially useful for remote teams or those who need to make
calls while on the go. Additionally, call recording is another
valuable outbound feature that can help businesses improve the
quality of their sales calls. By recording and analyzing calls,
businesses can identify areas where agents may need additional
training or coaching, and use this information to improve their
overall sales performance.
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2023

8. 8
Agent Login Click2Call Call Notes Call Back Supervisor Login
Custom Filters
Live Call Feeds
Call Recording
Call Whispering
Call Monitoring
Call Barging After Office Hours Desktop Notification Blacklist FAQ Management
Dashboard Monitoring
Contact Management
Lead Management
Support
Reports & Analytics
OUTBOUND FEATURES
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2023

9. BRING TELEPHONY TO YOUR CRM
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As a salesperson, you depend on calls to communicate with prospects and
customers. But when your calls and sales are separate, you can't measure the
effectiveness of your calls and how they influence your sales—or even keep track
of whom you've called. By integrating your PBX system with CRM-Doctor, your
team can make and attend calls right from their sales software, and measure
every call's result against deals. You'll also have call histories under each record,
so you'll never lose track of previous conversations.
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2023

10. VOIP INTEGRATION WITH CRM
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VOIP CRM can be seamlessly integrated with existing CRM
systems to provide a unified experience for both customers
and employees. This integration allows for a more efficient
workflow, as customer data can be easily accessed and
utilized during calls. For example, when a customer calls in,
their information can automatically populate on the agent's
screen, allowing them to quickly address the customer's
needs without having to ask for basic information.
Another benefit of integrating VOIP CRM with CRM systems is
the ability to track customer interactions and gather data for
analysis. This data can then be used to improve customer
service, identify areas for improvement, and make informed
business decisions. For instance, by analyzing call data, a
company can identify common customer issues and
proactively address them, leading to increased customer
satisfaction.
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2023

11. VOICE LOGGER
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2023
A voice logger is a crucial communication tool
that records and archives telephone
conversations for various purposes. It is
commonly used in businesses, call centers, and
customer service environments to ensure
quality control, compliance, and dispute
resolution. Voice loggers capture both inbound
and outbound calls, storing them in a secure
database for easy retrieval and analysis. This
technology helps organizations improve
customer service, monitor agent performance,
and maintain a detailed record of interactions.
Additionally, voice loggers often offer features
like call tagging, search capabilities, and
analytics, making them indispensable for
businesses aiming to enhance their
communication and customer relationship
management efforts.

12. MISSED CALL LOGS
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2023
Missed call logs are records of incoming calls that were not answered by the recipient. These logs typically
include the caller's phone number, date, and time of the missed call. They serve as valuable information for
individuals and businesses, helping to identify who attempted to contact them and when. Missed call logs
enable users to return calls, assess the importance of missed calls, and manage their communication effectively.
For businesses, tracking missed call logs is essential for customer engagement, as it allows them to follow up
with potential clients and address their inquiries promptly, ultimately enhancing customer satisfaction and
maintaining a professional image.

13. Partner With
The Best VoIP Service
Provider
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CRM-Doctor VoIP services are trusted and used by 1000+
innovative businesses in all industries such as finance, real
estate, healthcare, ecommerce, logistics, and retail. With
advanced firewalls and security systems, our solutions allow
businesses to communicate more securely without data threats.
Let’s partner now with one of the largest VoIP providers in the
industry.
GET STARTED
www.crm-doctor.com
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2023