Integration with CRM systems and other platforms

Created on 2025-03-19

Last change on 2025-03-19

What is integration?

ntegration is the process of combining IPTel with external platforms and CRM systems, which allows you to automate processes, exchange data, and increase the efficiency of business processes. Thanks to an open API, IPTel supports setting up integrations with both popular CRM systems and other services used in your company.

Main integration features

  1. Integration with CRM systems (may vary depending on the capabilities of the external system):
    • Uploading the contact database: the ability to import contacts for further Auto Dialer.
    • Data synchronisation: all call data is automatically updated in CRM (for example, call status, agent notes, etc.).
    • Action triggers: send data to CRM when certain actions occur, such as customer response, call completion, or request status update.
  2. Integration with external platforms:
    • Webhooks: IPTel can send webhooks to external systems. For example:
      • When the operator presses a button.
      • When updating information in the customer card.
      • After the end of the call.
    • Callbacks: the ability to receive data from external sources for use in the call process (for example, receiving customer information from an ERP system).
  3. Integration with IPTel modules:
    • Automated Auto Dialer based on data from CRM.
    • Use of integrations for notifications via messengers or email.
    • Integration with AI-based language analytics.

How to set up the integration?

  1. Connecting CRM:
    • Check if your CRM supports an open API.
    • Set up a connection via API keys or Webhooks using the IPTel documentation.
  2. Webhooks settings:
    • In the IPTel settings section, add the address to which data will be sent.
    • Specify the triggers that will send information to the external system (for example, a customer response).
  3. Integration testing:
    • Verify that data is synchronised correctly between the systems.
    • Make a test call to make sure that statuses and information are transferred.

Please contact your IPTel manager to set up the integrations correctly.


 

Advantages of IPTel integrations

  1. Centralised management: all customer communication data is stored in one system, providing convenient access to it.
  2. Process automation: thanks to integration with CRM, you can automate routine tasks, reducing the workload on employees.
  3. Flexibility of settings: IPTel supports customized integrations for specific business needs.
  4. Time saving: integration allows you to process information instantly, eliminating the need for manual data entry.

Integration of IPTel with CRM systems and other platforms is an effective solution for optimising your company's work. Thanks to the open API, IPTel provides ease of setup and wide functionality for integrations that meet different business areas.

Due to the technical peculiarities of setting up integrations, please contact our technical support for implementation.

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