IPCortex launch of CRM Connect delivers new contextual communications opportunity to the channel


British communications software developer IPCortex has unveiled CRM Connect, a product designed to boost customer engagement with contextual communications.

CRM Connect has been developed in response to the growing requirement for businesses to add context to their communications: that is, data around a customer, a transaction, or big data trends that allow better decisions to be made at the point of communication. By providing CRM Connect to their customers, resellers can transform the way that their clients engage with their own customers, helping them to increase the intelligence and effectiveness of every customer interaction. It also allows resellers to place communication within the context of key customer systems to trigger efficiencies through speed and accuracy of action, with no additional third party software to install.

The launch offers a range of advantages for resellers, namely:

  • Provides new digital transformation and contextual communications opportunities, making it easy to enhance their customers' ability to manage calls intelligently and effectively, boosting productivity;
  • Low-touch installation and maintenance means the product is straightforward to roll out and support;
  • It is compatible with web-based CRMs with certified support for Salesforce, Zoho, Freshdesk, Pipedrive, HubSpot, Zendesk, Insightly and Capsule - with more in development.

Rob Pickering, CEO of IPCortex, enthused: "The trends for globalisation and digital transformation are driving businesses to adopt new ways to remain competitive. We're seeing more and more customers identify that customer experience, and enhanced engagement, are the big differentiators of the future. With CRM Connect, you can quickly and easily improve the workflows and processes that underpin these improvements.

"By communicating from within or augmented by customer records, and with full and timely access to historical or transaction-based information, agents can handle inbound and outbound calls with greater intelligence. This results in the highest standards of customer engagement.

"Overall agent productivity is boosted as click to dial increases agent speed and accuracy, while removing context switches by communicating from within the same application as key account information improves efficiency and message delivery.

Mr Pickering added: "CRM Connect sets a new standard for customer engagement with contextual communications enabling rich interactions that allow people to communicate seamlessly - both with each other and with an application. This technology can have a major positive impact on customer experiences as well as an agent's ability to deal with customer contact effectively and proactively."

IPCortex early-access customers included the online luxury furniture retailer Willow & Hall, who are known for their award-winning customer service. Head of Customer Service Mark Dalgarno commented, "CRM Connect certainly helps reduce the volume of time trying to identify customers; it's quick and simple to use with easy integration into Salesforce. I can't wait to launch it with the team!"

CRM Connect also embodies a number of exciting key features such as:

  • Custom URL launch, screen popping and click to dial for web-based CRMs;
  • Click to dial from any website or certified CRM using a desk phone, softphone or Keevio web phone;
  • Flexible inbound and outbound identity selection
  • CRM caller matching and screen popping

CRM Connect is made available via an Internet browser plugin, with no third party applications to install, while automatic updates simplify system management. The new product offers easy integration with IPCortex solutions including Hosted Suite, the Virtual Edition and on premises hardware.

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