CRM Integrations

What Do You Mean, “Integrate”?

Salesforce, Zendesk, ServiceNow, and more.

It is a word that gets used loosely. We have a wide range of experience orchestrating the harmony between your contact center and your Customer Relationship Management system, but there are different levels of integration, and it matters which one you actually need. This page walks through both.

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4+
CRM and ticketing platforms already connected
2 Paths
Native Amazon Connect profiles, or a custom-built CCP
Your CRM
Stays exactly where it is, we just connect to it
Agent dashboard linking a customer call to a CRM record

Works with

Salesforce logo
Zendesk logo
ServiceNow logo
Zoho logo
Freshdesk logo
SugarCRM logo

Standard Consulting Partner since 2017

Two Ways to Connect

Which kind of integration do you actually need?

Most requests come down to one thing: pop a record about the caller in front of the agent. How you get there depends on which CRM you run and how much control you want over the agent's screen.

Built In

Amazon Connect Customer Profiles & Cases

Turn on AWS's own customer-record and case-ticket features. No custom build required.

Salesforce logo
Zendesk logo
ServiceNow logo
  • Works out of the box with Salesforce, ServiceNow, and Zendesk
  • Pulls from your call history plus your CRM database
  • Greets returning callers by name and pops their profile on presentation
  • Open, assign, and track a case ticket without leaving the call

Custom Built

A CCP Built Around Your CRM

For Zoho, Freshdesk, SugarCRM, or an internal system with no native connector, we build the softphone around it.

Zoho logo
Freshdesk logo
SugarCRM logo
  • A custom Contact Control Panel (CCP): the agent's whole screen, in one place
  • Caller ID, DNIS, or a prompted account number travels with the call as a contact attribute
  • Connected to your CRM's REST API to create, read, update, and delete records
  • Starts as a simple static build, or a fully dynamic interface if you need one

Getting a basic integration working is one set of issues. Making the interface dynamic and friendly is another. Once it is live, it has to be maintained as a living, breathing entity, so budget for ongoing support the same way you would for the platform itself.

See Managed Service & Support

Come Prepared

What we ask before we scope an integration

These are close to the real questions our discovery process runs through. The more of these you already know, the faster we can quote the work.

  1. 1Which CRM or ticketing platform you run today, and who administers it
  2. 2The workflow an agent should follow for an inbound call, and for an outbound call
  3. 3What should trigger the screen pop: call accepted, disposition selected, or something else
  4. 4Which record should pop: a lead, a contact, an account, or a specific ticket
  5. 5Whether new contacts get loaded into the CRM first, or into Amazon Connect first

Ready to scope your integration?

Bring these five answers to a short call and we can tell you honestly whether this is a native build, a custom one, or something in between.

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Real Integration

FMG Suites: Salesforce, done the supported way

Not every Salesforce integration needs custom code. FMG Suites runs one AWS Connect instance integrated with Salesforce using the AWS Second Generation Connector, available directly in the Salesforce AppExchange.

One AWS Connect instance routing more than 20 DNIS numbers for 40+ distributed agents, integrated with Salesforce.

Salesforce logo

AWS Second Generation Connector, via the Salesforce AppExchange

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40+Agents on the same Salesforce-integrated instance

Common Questions

Frequently asked questions

It depends on your CRM. If you run Salesforce, ServiceNow, or Zendesk, we can usually turn on AWS's native Customer Profiles and Cases features directly. If you run something else, or you want more control over the agent's screen than the native feature allows, we build a custom CCP around it instead.

Caller ID, the number dialed (DNIS), or information the caller enters before reaching an agent, like an account or ticket number. Whichever one you use gets captured as a contact attribute that travels with the call and can update the CRM record automatically.

Usually, yes, if it has an API. Most modern CRM and ticketing platforms expose a REST API that supports creating, reading, updating, and deleting records, which is what a custom CCP talks to. If your platform genuinely has no API, we will tell you that honestly rather than promise a live integration we cannot build.

It is not part of the fixed-fee Quickstart foundation, so there is no blanket number. A basic screen pop against a well-documented API is a relatively contained build; a fully dynamic, custom-branded agent interface is a bigger one. We scope it on a short call once we know your CRM and workflow, and quote it as its own fixed fee.

Alongside. Our job is to connect the phone system to the CRM you already run and trust, not to talk you into switching platforms. Amazon Connect is adding its own lightweight CRM-like features over time, but that is a supplement to a real CRM, not a replacement for one.


Further Reading

More on CRM and integration work

Contact message laptop illustration

Amazon Connect adds a CRM package?

, , ,
Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.   They do not seem to be leaving any flesh on the bones for other third party providers and seem to be taking aim…
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ShoreTel CRM Integration

, ,
Every business desktop seems to have some type of customer or ticket management software solution.  Outlook and Notes are very common personal contact managers, but other popular solutions include Salesforce, Goldmine, ACT, Microsoft CRM, Time…
ngrok tunneling architecture illustration

WTF is Ngrok?

, ,
Ngrok better than sliced bread! As a software engineer developing telecom based web applications, testing and validating software can be a major time sync.  How do you get your lab system on the Internet, accessible with a public IP, so you…
ngrok tunneling architecture illustration

VoIP and Microsoft Outlook Integration?

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Does your Microsoft Outlook Integrate with your phone system?   This functionality is getting to be the “minimum daily adult requirement” feature in the VoIP vendor space.   We all just expect that our phone system “knows” about…

Inside Amazon Connect's native Customer Profiles and Cases features, and which CRM databases they pull from today.

How screen-pop integration worked before REST APIs were the default: DDE, Triggers, and XML.

The tool DrVoIP engineers use to test a webhook or REST API against a CRM before it goes live.

The screen-pop expectation is not new. Even a personal contact manager set the bar for what callers expect.

Amazon Connect Adds a CRM Package?

ShoreTel CRM Integration

WTF Is Ngrok?

VoIP and Microsoft Outlook Integration

Native Features

History

Engineering

Screen Pop


Ready to connect your CRM?

Book a strategy call and we will look at your CRM, your agent workflow, and tell you honestly whether this is a native build, a custom one, or something in between.

Book a Strategy Call
844-4DrVoIP (844-437-8647)grace@drvoip.com

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Building cloud communications and contact center solutions since 2008.

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