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Vocalocity Launches Integration with Microsoft Dynamics CRM to Bring Caller Data to Customer Service Reps Faster

by Linda Rosencrance
Contributing Writer, MSDW

Vocalocity, a cloud-based phone service provider for small business, has launched an integration for Microsoft Dynamics CRM through the Vocalocity Desktop.

The integration, which is done entirely within the Vocalocity Desktop, automatically populates stored information based upon caller ID as soon as a customer’s phone rings. Then when the Vocalocity Desktop instantly appears on the screen, a company’s customer service representative can see an activity log including a caller’s name, company, job title, address, business phone, mobile phone, preferred phone, and email.

“We love the fact that we don’t have to leave the Vocalocity Desktop to see critical information from Microsoft Dynamics CRM, including the instant activity history, and the fact that Vocalocity Desktop automatically tells us if the incoming caller is a new lead, a hot prospect, or an existing customer,” said Steve Bachman, CEO of AuditMyBooks and a Vocalocity business VoIP customer, in a statement.

If a new prospect calls in, Vocalocity customers can add a new number and fill out all the necessary contact information to build their lead databases within Dynamics CRM. If the caller is an existing client, a CSR can see a comprehensive call log in order with information about the client’s previous problem to conduct business more efficiently, according to Vocalocity officials.

CSRs can also use the application’s functions including click-to-email and the ability to move between Vocalocity Desktop’s other integrated apps for LinkedIn, Google, and Outlook to get better caller information. The integration syncs in real-time with Microsoft Dynamics CRM across an organization, officials said.

About Linda Rosencrance

Linda Rosencrance is a freelance writer/editor in the Boston area. Rosencrance has over 25 years experience as an reporter/investigative reporter, writing for many newspapers in the metropolitan Boston area. Rosencrance has been writing about information technology for the past 16 years.

She has covered a variety of IT subjects, including Microsoft Dynamics, mobile security issues such as data loss prevention, network management, secure mobile app development, privacy, cloud computing, BI, big data, analytics, HR, CRM, ERP, and enterprise IT.

Rosencrance is the author of six true crime books for Kensington Publishing Corp.