Click to call CRM integration connects your phone system to the CRM your team already uses. Agents dial a customer with one click, the customer’s record opens by itself when they call in, and every call is logged without anyone typing it in. This guide explains how it works, what to expect from it, and how to set it up with an IP PBX or contact centre.
What is click to call?
Click to call lets an agent place a call by clicking a phone number on screen: in the CRM, in a web page, in an email or in a spreadsheet. The phone system rings the agent’s softphone or desk phone and then dials the customer. No more copying numbers, no more misdialled digits.
What is CRM telephony integration?
Click to call is one part of a wider link between the phone system and the CRM. A full integration usually includes:
- Click to call: dial from any number in the CRM.
- Screen pop: when a customer calls, their CRM record opens on the agent’s screen before the agent says hello.
- Call logging: call time, duration, agent and outcome are recorded against the customer.
- Call recordings: a link to the recording is kept with the call, for quality checks and disputes. See call recording for business.
- Dispositions: the agent marks the result of the call, such as interested, follow up or resolved.
Why it matters
- Faster calls: agents stop searching for records and typing numbers.
- Better conversations: the agent sees the customer’s history before answering.
- Complete records: every call is in the CRM, not just the ones agents remember to log.
- Clear reports: managers can see calls per lead, response times and outcomes in one place.
How click to call works with Voxdial
The Voxdial Contact Center agent console is a desktop app for Windows, Mac and Linux with a built-in softphone. It is designed to sit beside, or around, the tools your agents already use:
- Your web CRM opens inside the agent console, in its own tab, alongside WhatsApp and Facebook.
- Click any phone number in the CRM and the softphone dials it. Phone number links in other apps on the computer can dial through the console too.
- When a customer calls, the screen pops to their record in the CRM.
- Agents transfer, hold, park and conference calls from the same console, and set a disposition when the call ends.
- Call data reaches your systems through the Voxdial API, for call events and reports.
Because the CRM runs inside the console, many web-based CRMs, including in-house ones, work without custom plug-ins. For WhatsApp conversations in the CRM, read WhatsApp API integration with CRM.
Click to call for sales and support teams
- Sales: call new leads within minutes of an enquiry, with the lead form and history in front of you.
- Support: see open tickets the moment a customer calls, and log the outcome against the ticket.
- Collections and renewals: work through a follow-up list without dialling by hand.
- Field and branch teams: remote agents use the same console from home or a branch, over the internet.
Keep calling within your customers’ consent and the applicable rules on commercial communication. Click to call is about making the calls your team should make faster, not about calling more people who did not ask.
Set-up checklist
- List the CRM screens agents use on calls, and check they open in a browser.
- Decide which field is the phone number match for screen pop, and clean up number formats (with or without +91).
- Agree the dispositions your team will use, and keep the list short.
- Give each agent a headset; softphone calls sound far better with one.
- Test calls from the office and from home before go-live.
Want click to call working with your CRM? Talk to BitVoice for a demo of the Voxdial agent console.
FAQs
What is click to call in a CRM?
It lets agents call a customer by clicking their phone number in the CRM. The phone system dials the call through the agent’s softphone or desk phone.
What is a screen pop?
When a customer calls, the phone system opens their record in the CRM on the agent’s screen automatically, so the agent knows who is calling before answering.
Do I need to change my CRM to use click to call?
Usually not. With the Voxdial agent console, a web-based CRM opens inside the console, and the console handles dialling and screen pop.
Can remote agents use click to call?
Yes. The Voxdial agent console has a built-in softphone that works over the internet, so agents at home or in branches work the same way as in the office.
