Application Integration

M5 Connect Application Integration

Business is fueled by information

CRM, ERP and applicant tracking systems are the repository and management instrument for business information. M5 Connect application integration serves as a force multiplier by unifying the phone system and contact center with these systems and unleashing their true productivity and analytic potential.

• Efficiency – Employees save 15-30 seconds a dial. Less time dialing means more time focused on core functions. “Fat finger” mistakes are eliminated.
• Service – Inbound screen pops provide instant visibility of who is calling. Relevant contact information is displayed before the call is answered.
• Automation – The process of entering call records into the system is automated.  This frees up your team to work with prospects or customers and improves the accuracy of reports and analyses.
• Transparency – The combination of your applications and data from the phone system gives management a never before available view of critical business metrics. Create dashboards to serve as an early indicator of sales, service or operational performance. “That which gets measured improves.”
• Adoption –Once the phone system and your business applications are linked, recording the interaction in the system of record will be a natural part of making the call, rather than an afterthought.  Adoption will increase enterprise wide.

M5 has prepackaged offerings for many popular applications, including:

We also provide an API for integration with other packaged solutions or home grown systems.

Here are some examples of how M5 Connect can be used by an entire organization:

Service and Support

• Provide inbound screen pops (derived from the caller ID of the caller) to show relevant customer information
• Information to show: Customer data, recent tickets, cases, orders etc

Telemarketing

• Allow staff to rapidly click-to-dial on leads directly from the CRM
• Staff can tag calls with customized wrap up codes
• Notes, and a record of the call, are automatically added to the CRM after the call
• Create follow up tasks directly from the phone call

Marketing

• Tie marketing phone numbers to campaigns
• Present staff with screen pop with what campaign was dialed
• Calculate ROI for campaigns

Sales

• Sales staff can make more outbound calls by using click-to-dial from leads and opportunities
• Takes notes while on a sales call and have the notes automatically tied to the lead or opportunity
• Create follow up tasks directly from the phone call

Accounting

• Accounts receivable staff can make more collection calls via click-to-dial
• Automatically log that a call was placed as a permanent record of the call

Management

• Collect detailed phone based metrics to calculate customer profitably, leading indicators, and use for staff planning