This article is a brief introduction about VoIP support integration to a web based CRM using webphones
using Ozeki VoIP SIP SDK. After reading through this page you will be fully
familiar with all the essential terms concerning CRM VoIP support in connection with webphones and what
you will need for creating your own solution with Ozeki VoIP SIP SDK.
Customer relationship management (CRM) is a widely implemented strategy for managing a
company’s interactions with customers, clients and sales prospects. It involves using
technology to organize, automate, and synchronize business processes—principally sales
activities, but also those for marketing, customer service, and technical support
Figure 1 - VoIP CRM webphone
VoIP CRM integration means that the communication with the customers is done by using voice over IP
technology. This can reduce the costs of the communication and can also provide the easier possibility
to revise and record the communication channels.
Your company can integrate your CRM system to the VoIP model by using webphone technology.
This is the easiest solution as you put a webphone onto your company's website
and every customer can contact with you through that webphone.
Ozeki VoIP SIP SDK supports webphone building and other VoIP communication solutions
so you can create your own CRM solution by using this SDK. The possibilities are
only limited to your imagination.
When you want to reach your customers via a webphone solution and want to integrate that
user into a CRM system, you need to consider some situations. When a webphone uses a SIP account
it can be got from the webphone server. If you want to identify the user through the SIP
account they use, you need to ensure that the same user gets the same SIP account every time.
This means that the SIP account delegation cannot be made automatically but needs to be
supported with a login system.
For this purpose, the webphone has to require a login name and a password from the user who
wants to use it and the SIP account is given to the webphone according to these login data.
This also means that the system requires a registration from the users, but after that all the user data can be gained from the
user data sheet store in a database.
This article explores how to add VoIP support to a web based CRM using webphones
and showed how Ozeki VoIP SIP SDK can help you to fulfill your wishes about this topic.
If you have read through this page carefully, you already have all the knowledge
you need to start on your own solution.
As you are now familiar with all the terms concerning this topic, now it is time to
take a step further and explore what other extraordinary solution Ozeki VoIP SIP SDK can provide to you.