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Adding VoIP support to a web based CRM using SIP based desktop phones

This article is a brief introduction about VoIP support for CRM using SIP softphones in relation with Ozeki VoIP SIP SDK. After reading through this page you will be fully familiar with all the essential terms concerning CRM VoIP support using softphones and what you will need for creating your own solution using Ozeki VoIP SIP SDK.

Customer relationship management systems

Customer relationship management (CRM) systems are basically used for handling all the customer information within a company communication. These systems include sales, support and any other communication forms, that are done with the customers.


Figure 1 - VoIP CRM softphone

The CRM systems can be integrated to the VoIP model that reduces the costs of the whole solution and have other advantages too by, for example, recording the calls. The VoIP solutions that are used for CRM purposes can be of various types. If you want to use a desktop application, the suggested technology for CRM is a SIP softphone that can be used for dialing the company telephone lines.

Ozeki VoIP SIP SDK provides all the support for softphone development you would need for implementing a CRM system. The actual design depends on the business logic your company uses, but the implementation can be done by basically calling the provided methods.

Integrating a SIP softphone solution into a CRM network is a really easy task. As every softphone can have its own SIP account to register, that SIP account can be used for identifying the user within the system.

The customer identification can be made through a customer datasheet that stores all the customer data and history. This datasheet can be stored in a database and can be automatically selected and popped up when a customer call arrives.

With a softphone solution you can easily handle the customer data as you can identify the customer via the SIP account. This method and the possibilities of customer datasheet handling is introduced in details in the Automatic customer datasheet selection page. If you are interested in that topic, please check that page, too.

Summary

This article introduced you the basic knowledge about adding VoIP support to a CRM using SIP desktop phone solutions 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.

If you have any questions or need assistance, please contact us at info@voip-sip-sdk.com

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