CLOUDCONNECT integration with LEADSQUARED CRM

CloudConnect’s telephony offers seamless integration with LeadSquared CRM & brings work flow automation in the system. The telephony adds click to call feature that helps to place calls from within LeadSquared CRM by clicking on any phone number thus saves time and improves call efficiency.

CloudConnect & LeadSquared CRM integration is LIVE with CONTACT CENTER Solution. Integration with CloudPBX is being worked upon.

Features and Benefits
  1. Click to Call offers the ability to accept incoming calls or make outgoing calls with a single click to increase efficiency.
  2. Integrated pop ups provide quick access to existing customer records for incoming & outgoing calls. For an unknown caller, a lead can be created right away. If an existing customer/lead is calling from another number then it also facilitates to add to existing contact or lead.
  3. Detailed Caller ID & Call History provides access to the Call Detail Records & Logs.
  4. Access call recordings of inbound and outbound calls. It provides a unified platform to manage the recording of calls and also the quality-of-service delivery.
  5. Telephony integration brings quantifiable call data that enables to measure key KPIs
  6. Reports & Analytics on the platform to help increase productivity & deliver meaningful customer experiences.
  7. Integrated Platform empowers service agents to deliver personalized customer service & also eliminates the need to toggle between multiple applications during calls.

It originates a call from LeadSquared CRM & display a pop up as notification for incoming or outgoing calls with caller information. A green color call button appears beside contact numbers which can be clicked/dialed to initiate a call & connect. This will also display a popup in the corner with customer details.

For incoming calls, a popup will appear on the CRM. If the caller is an existing customer then it will display pop-up with details and with a single click customer profile will be displayed. However, for an unknown caller, a lead can be created right away.

It also facilitates to add contacts, add notes/details & also generate analytics for call details.

Basic Requirements:
  1. LeadSquared CRM administrator account access.
  2. LeadSquared plan to support telephony integration
  3. Valid subscription of CloudConnect Solutions, write to us directly on marketing@cloud-connect.in and get yourself registered.

Once you have active CloudConnect and LeadSquared CRM account, follow these steps to get started:

Login to your LeadSquared CRM & visit profile

  • Go to My Accounts > Settings > Profile
  • Mention Admin DID as the “Telephony Agent Id”
  • Option “Show Phone Call Popup” to be marked as ‘Yes’
  • Mention “Agent Phone Numbers”

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Refer the link to find these details; Go to Apps > Apps Marketplace > Telephony > Universal Telephony Connector > click Install & follow simple to complete installations.

After the installation, Click Configure

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First thing that needs to be configured is the Virtual Numbers. Multiple Virtual Numbers can also be configured

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Select Configure > Go to Call Log API. You will find Access key & Secret Key in the API URL. The part highlighted in Blue color is the ‘Access Key’

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The other highlighted in Blue color is the ‘Secret Key’

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Once the provisioning of accounts is done, the mapped account/agent can use telephony in their LeadSquared CRM.

Outgoing Calls: click on the lead contacts to initiate Outgoing call

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It will ask to reconfirm to initiate outgoing calls

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On confirmation, a call would come on CloudConnect’s panel (Contact Center or PBX)

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Once the agent receives the call on the CloudConnect’s panel (Contact Center or PBX), then another leg of the call will go to the end user & an outgoing Pop-up will appear on LeadSquared CRM with end user details.

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It also facilitates to create a lead for Outgoing Calls.

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On clicking ‘View Details’, Lead details would be displayed

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Activity History & other details of Outgoing Calls can be found here along with an option to Download Recording & Play Recording.

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Outgoing Call related details are available under the hyperlink

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Incoming Calls:

When the account/extension receives an incoming call in CloudConnect panel, an automated popup is also shown in Leadsquared CRM.

Incoming call in CloudConnect panel

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Incoming call Pop-up in LeadSquared CRM

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If the caller details are already available in the system, the pop-up will display the details of the caller & with a single click customer profile will be displayed.

In case of a number mapped to multiple agents then incoming call will be displayed on CloudConnect platform to all agents, however Pop-up on LeadSquared CRM would be displayed to only agent who will receive the call.

It also facilitates to create a lead for Incoming Calls.

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On clicking ‘View Details’, Lead details would be displayed

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In case an unknown caller is calling, pop-up will facilitate to fill in the details & create as a lead/contacts.

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Activity History & other details of Outgoing Calls can be found here along with an option to Download Recording & Play Recording.

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Incoming Call related details are available under the hyperlink

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