SYNETY, the cloud telephony software specialist, has launched a new solution which automatically collates call records and recordings made or received on landlines or mobiles by any member of staff in an organisation, irrespective of their global location, and synchronises them automatically into the company’s relevant CRM contact record.
The solution, CloudCall Sync, organises call records across an entire organisation. When linked with SYNETY’s CloudCall Enterprise platform, CloudCall Sync stores the called agent’s name, the device used made or received the call (such as desk phone, mobile, etc), the call category (dealing order, statement request, complaint), call time and length, together with any notes made by the agent in the CRM system under the customer’s contact record. As with all CloudCall products, call recordings can be replayed directly from a customer contact record within the organisation’s CRM system.
This enables companies to track and analyse their customers’ activities across multiple divisions, departments and locations, and is particularly valuable in complaint and dispute resolution – especially for organisations running multiple call centres.
Using automated workflows, any call made to, or received from an unrecognised number can be presented back to the relevant agent or their supervisor with a request to allocate the call log to a contact in CRM. As CloudCall records all calls, agents can simply replay the recording to prompt them on the details of the call.
Through CloudCall Sync, financial institutions and other bodies that are required to maintain accurate call logs and recordings can ensure compliance and close the loophole caused by ‘lost calls’ or calls made to mobiles. It also helps to enforce data integrity within a company’s CRM system.
Mark Seemann, CEO of SYNETY said: “This is a huge step forward both in terms of compliance and customer tracking. Regulated organisations that have to keep accurate call records suffer from 'lost' or 'orphaned' calls, and CloudCall Sync solves this problem, closing the gaps in call histories. This will appeal to larger organisations across a breadth of industries including banking, financial and healthcare."
CloudCall Sync has already been launched on Microsoft Dynamics CRM and will be rolled out across all CRM platforms that CloudCall integrates with, and be available via SYNETY’s API for any bespoke CRM platforms.