Vicidial Vtiger Integration And Its Role In A Call Center

By Author: Mike
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Call centers use multiple solutions. CRM software and call center solutions are two major solutions used in call centers. Many startup call centers choose to use open source software platforms to save costs. VICIDial is a popular open source call center solution, which is renowned among international call centers and contact centers. vTiger is one of the open source CRM (Customer Relationship Management) solutions used in call centers to manage customer data, billing, etc.

Both of these open source solutions can be integrated to provide the benefits of a single sign-on system with VICIDial vTiger integration. Let’s understand more about VICIDial vTiger integration in this article.

What is VICIDial vTiger integration?

It is a call center CRM integration process, which integrates VICIDial, call center solution and vTiger, CRM system. The integration intends to provide a single sign-on system, so major features of both of these systems can be accessed within a single platform.

Key features available to call centers with VICIDial vTiger integration are listed below:

• CRM popup in VICIDial ...
... solution to show customer details fetched from a CRM solution
• Call center widget to show call center dialer features within the vTiger system
• Data push from one system to another
• Auto update in both systems if it is updated in any of the solutions
• Change-logs to show changes made in any of the systems and reflected in the other system
• And more

This is not VICIDial customization or vTiger customization; it is just an integration process. It means the features of none of these systems will change. Both will work with the same efficiency and same features. However, some added features will be made available so systems can work in harmony.

Role of VICIDial vTiger integration in call centers

This call center CRM integration will integrate both of these systems to provide a more empowered system, which plays an important role in a call center.

It provides insightful details to agents

In the 21st century, when competition is getting fierce, it has become necessary for call centers to focus on client retention. VICIDial vTiger integration provides customer information to the agent during a live call, which he can use to make the customer feel valued and special. The art of personalization and enhancing client satisfaction can help in improving customer experience and retention.

It saves resources

VICIDial vTiger integration eliminates the need of going back and forth between VICIDial, call center solution and vTiger, CRM software. This helps in saving time of agents. Moreover, agents don’t need to maintain identical data in two different systems. This process gets automated with the integrated solution. Thus, all the time of agents or supervisors otherwise gets spent on data entry and verifying data in different solutions can be saved.

It improves major KPIs

The VICIDial vTiger integration can improve major KPIs by enhancing processes and increasing productivity. Some of the KPIs that can be improved with this call center CRM integration are listed below:

• First call resolution (FCR)
• Customer satisfaction rate
• Net promoter score
• Average call wrap-up time
• Average talk time
• Average call hold time
• Average number of call transfers
• And more