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In financial services,customer experience(CX)is a key differentiator.Today’s clients expect fast,personalized service—and integrating VoIP with CRM systems is the secret to delivering it.Here’s how this integration works and why it matters.
How Integration Works
When a customer calls a bank,the VoIP system identifies their number and triggers the CRM to:
-Populate the agent’s screen with the customer’s profile(account balances,loan history,past issues).
-Display recent interactions(e.g.,“Called yesterday about a fraudulent charge”).
-Suggest next steps(e.g.,“Offer overdraft protection based on account activity”).
Redstone’s NewLync 2.0 enables this via open RESTful APIs,integrating with popular CRMs like Salesforce,Microsoft Dynamics,and custom banking platforms.
Benefits for Customers
-Faster Resolution:Agents have all info upfront,reducing call time by 20–30%.A study by Deloitte found that 70%of banking customers prioritize speed over other factors.
-Personalized Service:Agents can reference past interactions(e.g.,“You mentioned refinancing your mortgage last month—would you like an update?”),making customers feel valued.
-Seamless Transfers:If a call is transferred,the CRM data follows,avoiding重复提问.
Benefits for Financial Institutions
-Higher CSAT Scores:Personalized,fast service boosts customer satisfaction.Banks with integrated systems see 15%higher CSAT than those without.
-Increased Sales:Agents can spot opportunities(e.g.,a customer with a high savings balance might need investment advice)and make targeted offers.
-Better Compliance:Calls are automatically logged in the CRM with recordings,simplifying audits and dispute resolution.
Advanced Use Cases
-Voice Analytics:Redstone’s integration with AI tools analyzes call sentiment(e.g.,detecting frustration)and alerts supervisors to step in.
-Automated Follow-Ups:Post-call,the CRM triggers emails with summaries(e.g.,“Thanks for discussing your loan—here’s the application link”).
-Omnichannel Sync:A customer who starts a chat on the bank’s app can seamlessly switch to a voice call,with the agent seeing the chat history.
By integrating VoIP and CRM,financial institutions turn every call into an opportunity to strengthen customer relationships—driving loyalty and growth.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
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