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CRM compatibility with phone systems in England

I run two businesses in England UK. Does any CRM software interact with the telephone system in England so that the details of the caller are flashed onto the computer screen? Or does the caller information have to be loaded manually? I know nothing about CRM software and would be grateful for your answer.

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There are definitely CRM solutions that interact with the phone systems in England to do what you describe - pop a screen. You'll generally need some CTI middleware. The best thing to do is develop requirements that indicate what you have, and what you need to integrate with, and then probe the vendors' ability to integrate with it. If you have top tier vendors for both CRM and the voice switch, you will likely be able to integrate them.

This was first published in February 2004

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