Activa Communications provides multiple options through which communications platforms such as Teams Phone can be integrated with Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and other applications that customers rely on for their daily operations. Integration of CRM or ERP apps with Teams can drive improvements in customer service, reductions in complaints and increases in efficiency and profitability.
Teams Phone provide an easy-to-use communications platform tightly integrated into the Microsoft Teams application, and the integration of CRM or ERP apps with Teams delivers a fully integrated and complete Unified Communications solution for customers.
Activa Communications is the distributor for CloudCTI, an advanced integration platform that connects Teams Phone to hundreds of CRM and ERP applications used by customers in Australia and New Zealand. We work with MSPs in Australia and New Zealand through our Partner Program, and we invite technology advisors, telecommunications resellers, MSPs and consultants who are seeking products to offer their customers that are superior to the commonly offered PBX and Unified Communications platforms to reach out today and find out how partnering with Activa can transform their offerings.
Provide customers with a complete solution, combining Teams Phone and integration of CRM or ERP apps with Teams, delivering the following key benefits:
Enhance efficiency and reduce costs
Optimise customer service
Ongoing operational improvements
Team empowerment and satisfaction
These benefits ensure that your customer will use the solution for many years to come! Integration of CRM or ERP apps with Teams provides your MSP with a powerful new offering to customers, helping your MSP to stand out in a crowded marketplace, and enhancing your MSPs profitability at the same time.
Learn more about integration of CRM or ERP apps with Teams below.
We provide partners with access to cutting edge CTI technology through the CloudCTI platform with 200+ integrations available and many more in the pipeline. We can also arrange for new integrations to be created for specific applications, and we provide partners with options for a desktop, web or embedded Teams application.
You can browse the list of integrations already available from that platform HERE.
Enhance efficiency and reduce costs
We all agree that efficiency is a key concern for every business, and for customers making or receiving calls it’s essential that the whole team are able to access information quickly and efficiently so they can assist customers rather than working around stand-alone software applications.
Using the integration of CRM or ERP apps with Teams customers can save time and improve efficiency by accessing customer information directly through the integration we provide.
When a customer answers a call, they already know the caller’s details including their needs and past interactions and can directly log new information during the call into the CRM or ERP apps through the integration of CRM or ERP apps with Teams.
Enhance efficiency and reduce costs in your business by leveraging the integration of CRM or ERP apps with Teams.
Impress customers by greeting them by name and having all of their information at your fingertips when they call.
Optimise customer service
Can your team greet customers by name when they call your business? Can they already know their company name and their past transactions with your business?
For most businesses the answer is not, but using the integration of CRM or ERP apps with Teams businesses can deliver optimal customer service by phone and make every customer feel special.
Providing customers with great service begins with knowing who they are and making them feel appreciated, and by using the combination of Teams Phone and integration of CRM or ERP apps with Teams any business can easily make customers feel welcome and known.
Ongoing operational improvements
One of the key benefits of integration of CRM or ERP apps with Teams is that greater insights are captured from calls with customers. With the integration in place, the details every call can be captured and saved into the CRM or ERP application, enhancing the information held about each customer.
In addition, extra information relating to customer waiting times, the % of calls answered on the first ring, and the time and days that customers frequently call can help to improve the performance of the team and deliver ongoing operational improvements as well.
When customers leverage the integration of CRM or ERP apps with Teams they make it possible to generate ongoing operational improvements year after year.
Business can achieve ongoing operational improvements by leveraging the information captured by their Teams Phone platform combined with the integration of CRM or ERP apps with Teams.
Staff assisting customers are better able to provide great service when they are empowered with well-integrated systems. They are more confident answering calls with all the details at their fingertips and they are better able to perform their duties and suffer less frustration.
Team empowerment and satisfaction
Business can empower team members with systems that are integrated and that deliver the information needed seamlessly when it is needed using integration of CRM or ERP apps with Teams.
Staff who can spend more time assisting customer and less time fighting their systems or switching between applications will naturally be better placed to provide good customer service, as they are less frustrated and better able to do their work.
Customers who choose to implement integration of CRM or ERP apps with Teams are likely to be long term users of the platform simply because of the benefits they are seeing from the integration of CRM or ERP apps.
Display caller details during calls
The integration of CRM or ERP apps with Teams provided by CloudCTI allows the operator to be shown all of the details of the caller. When making or receiving a call, the operator can be shown the key details of the caller from their CRM or ERP application, and additional information can be optionally included depending on the capabilities of the customer application.
When a call is transferred to colleagues the same information is shown to each operator, ensuring that the whole team can provide a high level of customer service throughout the process.
The visibility of customer information can significantly reduce the time spent looking up records in other systems, and across a large team can generate significant long-term benefits within the business.
Using CloudCTI, the operator can be shown the details of the caller, including specific fields from the integration of CRM or ERP apps with Teams.
Maximise information capture by using the integration of CRM or ERP apps with Teams to add call notes into key applications.
Capture call notes into CRM or ERP apps
One of the key objectives of CRM or ERP applications is to capture the details of all interactions with customers, in order to improve customer services and satisfaction.
When managing calls with customers, our integration of CRM or ERP apps with Teams allows call notes and details to be recorded directly into the application, alongside other customer interactions.
The platform we provide allows for customisation of the fields that are shown, and in some cases can include drop-down selection fields and other options that are specific to the integration of CRM or ERP apps with Teams the customer is using.
Trigger extra actions automatically
More complex business processes tied to calls can be automated using the integration of CRM or ERP apps with Teams. Extra actions, such as generating a call-back message or opening other applications can be automatically triggered by call events, further reducing the time and effort by the operator.
Extra actions can be tailored to suit the business and also the specific CRM or ERP application being used, opening up a wide range of options and possibilities.
Extra actions can be triggered by call events using the CloudCTI integration of CRM or ERP apps with Teams, triggering custom functions or opening specific screens.
The CloudCTI platform features a native Teams application that we provide as part of integration of CRM or ERP apps with Teams that works seamlessly as part of Teams.
Native Teams application
The native Teams application provided by the CloudCTI platform provides seamless integration of CRM or ERP apps with Teams. Calls and call information are accessible inside Teams, and call events can trigger the opening of the relevant screens in external applications that have been integrated by CloudCTI.
Some of the benefits of integration of CRM or ERP apps with Teams using a native Teams app include:
Use of the Teams dialler and contact records.
Use of the Teams call history and call information screens.
Elimination of a separate desktop/web application to support the integration.
and much more….
Complete coverage and exclusive platforms
Communications across Australia and New Zealand
With a complete range of Unified Communications and integration of CRM or ERP apps options to suit businesses large and small, Activa Communications provides partners with a single point of contact to arrange solutions for customers, from ordering to billing. Reduce complexity and maximise your profitability and efficiency by leveraging the highly automated systems and processes we’ve designed specifically to support the needs of Australian and New Zealand MSPs.
We provide your MSP with all of the tools you need to succeed
Partner Portal
Custom-designed to make your MSP more efficient.
Billing System
Flexible and efficient billing for all service types.
Solution Design
Technical input and support for your sales team.
Marketing Collateral
White-label marketing collateral available for your use.
Exclusive Platforms
Helping you stand out in the marketplace and compete.
Complete Coverage
Broad coverage and diverse options to enhance reliability.
Training
Technical training for your team, tailored to your needs.
Great Support
Responsive and effective support delivered 100% onshore.
Everything your MSP needs
A complete wholesale communications solution
We provide everything your MSP needs to maximise your profitability from Unified Communications and integration of CRM or ERP apps services. Partner with Activa Communications to leverage our capabilities and exclusive platforms, tailor made for the needs of Australian and New Zealand MSPs.
Dedicated to helping MSPs profit from communications
Activa Communications is a channel-only provider of business communications services hand-picked for the Australian and New Zealand market. We’re locally owned and operated, and our services have been used by businesses, large and small, for over twenty years. Our team are passionate about supporting the growth and success of MSPs, Resellers, and Technology Advisors with tailored services that are efficient and cost effective and backed by responsive service and support.
Integration of CRM or ERP apps with Teams
Carrier Neutral, Always Independent
Relentless Automation, Constant Innovation
Exclusive Products, Helping you Stand Out in the Marketplace
Great Service and Highly Efficient Processes
Flexible Partnerships, We Bill / You Bill / We Bill for You
20+ Years Supporting Australian Businesses
Our services
Explore Our Services
Our communication solutions can assist your business in enhancing collaboration, improving communication, and expanding its reach.
Activa Internet
Connecting your business to the Internet with Tier 1 Fibre and NBN services.
Everything your MSP needs to profit from communications
We provide the products and services, the systems and processes, and the people and experience needed to help your MSP to be more profitable and efficient in communications.
