5 Benefits Of Integrating Cisco CTI with CRM

Published on December 21, 2020

Businesses steadily evolve with the continued research on technology. These dynamics critically impact markets and businesses across the world. However, a big number of entrepreneurs explain that many times the success of a business – in part and sometimes in whole, fully rely on the rightful data management and enhanced human and capital resources management. Customer and customer information management has greater impact to a business than resources do. This is the reason why customer relationship management features are increasingly becoming more important to businesses. 

Cisco CTI
Image Credit: [Pexels]

As a way to help business managers to expand and increase business success factors, CRM from creation offers in-built business support solutions covering small, medium and large entrepreneurships. Decision-makers, opinion leaders and business owners should therefore make the right decisions about which CRM to pick for the business. Otherwise, entrepreneurs can easily use CRM free trial to improve their business experience, increase business outcomes and the overall ROI. 

While Cisco CTI refers to a set of message definitions and rules for enabling clients to easily receive telephony communication as well as control telephony functions by means of Unified CCX such as receiving voice calls, making voice calls or caller identification, CRM is a system that helps businesses to build robust relationships with customers while at the same time increasing the general productivity and efficiency of businesses that use it.

Cisco CTI is a great connectivity tool for businesses. With in-built features like the call manager and automatic call distributor, it helps companies to improve contact center efficiency as well as reduce overhead costs. Connecting this technology with CRM gives customer support staff more access to real-time data and analytics. Companies should not however worry as this kind of integration is easy to implement especially with Cisco’s Unified CRM Connectors.

In this article, we look at the five main reasons why businesses should integrate CRM systems with Cisco’s CTI.

Easy Call Management 

It is clear that Cisco CTI already has a responsive click-to-call option. This saves time and effort. This means that integrating Cisco CTI with CRM will enable users to do much more than they can do with each component in isolation. For instance, call can be easily routed to the right agent group for improved response. Additionally, contact center executives can also make use of additional functionalities such as transfer calls, hold calls etc. on top of answering calls through their desktops. 

Improve Data Management

This level of integration makes it easier for users to store information. The note-taking feature allows users to update CRM system with more details on social media exchanges, email communications, and even offline customer interactions. In addition, it becomes much easier to extract and enter data from business cards for increased access. 

This system therefore ensures that all relevant customer information are stores in one accessible location. Some of these details may be purchase history, contact information or previous interactions with the business.  

Call Tracking 

Cisco CTI integration with CRM comes with automated call tracking feature. This feature ensures that all the call logs are registered into the CRM automatically. This therefore streamlines the data management process, easing workloads and creating more time for customer service executives to focus on more critical tasks towards improving customer experiences and building lasting relationships with them. 

Improved Efficiency

This integration eliminates manual data mining. All relevant customer information pops up automatically and makes sales teams can easily check recent purchases, order histories and all forms of previous interactions from the pop-up screen. Contact center executives therefore get seamless access to up-to-date customer data and help them to develop personalized interactions with all customers. This cuts down call duration, enhances response and increases satisfaction. 


Making data more accessible to call center executives through pop-up screens largely shortens call time. As a result, greater efficiency is achieved as workload is reduced with shorter call times. This means that executives are able to attend more calls per day and therefore fewer phones and call executives will be needed. The possibility of achieving greater ROI on Cisco CTI integration with CRM makes it a must-have tool for companies. 

Enjoyed this video?
"No Thanks. Please Close This Box!"