CRM integrations are key for any business. This is especially true for companies that are very focused on their customer service. Nowadays, offering great customer service can often become challenging to manage due to the large amount of information that customers ask for. Therefore, providing your employees and customer service representatives with the right tools will help improve and optimize the customer service experience. Tools such as the virtual PBX and Zoho CRM will allow you to have a greater advantage over your competition.

Why use CRM?


Every day, customers demand higher standards when it comes to customer service.

In light of this change, CRM tools exist to prevent customers from leaving your services to work with your competition instead. Customers are more likely to stay when you use a CRM. This is because all of your customer information will be easily accessible, allowing you to provide better customer service.

CRM, also known as Customer Relationship Management, will soon become a key player in your customer management strategy. This tool allows you to visualize and control all the contact data of your clients, as well as other actions that can be carried out simultaneously through its application. For example, a CRM allows you to monitor all the agent and client conversations. This is critical for evaluating your customer service performance.

From a simple customer file located in the CRM application, you can keep track of everything related to the customer and your business. That way, if the client calls the company, the customer service agent can quickly know in advance who is calling, what services they have with the company, and more. This allows the agent to provide personalized attention to each customer the second they answer a call. It can also allow you to save time and costs when all of the customer information appears automatically each time they call.

There are numerous CRMs, each one fulfilling different requirements. You will have to choose a CRM that best fits your company’s needs. In this article, we will discuss the integration of Fonvirtual’s virtual PBX with Zoho CRM.


Why Zoho CRM?


Zoho CRM is a very powerful software that allows you to collect a large amount of information on company sales, allowing you to obtain an entire  statistical analysis on all sales activity.

Thanks to the reports created using the software, businesses are able to measure data on every sale that is carried out.


Integrate Zoho CRM with your phone service


As you may already know, strengthening customer service is beneficial to any business. Integrating a virtual PBX with Zoho CRM increases customer satisfaction.

This integration not only allows you to view all customer information, but it also allows you to sell quickly, intelligently and with speed. This is because integrating both tools automates the work that agent once performed by hand. Repetitive tasks such as entering customer data one by one in a complex database has come to an end.

Also, thanks to the statistical panels that allow you to view your company’s statistics, you can now create much more accurate decisions and optimize your business strategy.

Customize your customer service calls to provide full proof customer satisfaction. Thanks to the information saved on each one of your clients, you will be able to carry out individual and customized campaigns for each client, adapting each task to their tastes.


Integrate your Virtual PBX with Zoho


The integration of your Fonvirtual Virtual PBX with Zoho CRM is easy! Just follow these few steps:

1. Access the Zoho platform and log in with your username and password.

2. A series of tools will appear on the menu. Click on the “CRM” icon:




3. Next, a pop-up will appear asking you to log into the Fonvirtual Virtual PBX (Trident) application:




4. To receive calls, you will need to add a number to each agent in the Zoho application. That way, each agent will be assigned a XXX number.

Under each contact of each XXX number, you will have to access to modify or add the client’s cell phone number.





5. When a call is received from this client, a cell phone number will be linked to an agent with the XXX number:

a. The contact information of the caller will appear in a pop-up window on the agent’s screen

b. A pop-up window of the PBX application will appear on the right hand corner of your screen, along with the name of the customer who is making the call.




6. To answer the call, press the button with the green phone icon.

7. To make outgoing calls, you can access the virtual PBX application directly and enter their number to make a call, or you can call from the Zoho application by searching for the customer and clicking on their contact phone number. You can make a call using either application.

If you would like to integrate Zoho CRM with your Fonvirtual virtual PBX phone system, contact us and we will be happy to help!


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