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Comparison of Tools for Integrating Call Center Applications with Salesforce

Comparison of Tools for Integrating Call Center Applications with Salesforce

Salesforce is one of the most popular customer relationship management (CRM) programs on the market. Its popularity is partially due to its ability to integrate with a variety of tools that help your call center run more effectively and efficiently.

But with such a wide range of tools, it can be tough to figure out which one will work best for your call center and CRM setup.  To help you make the right choice, we’ve compiled a list of some of the most popular programs for integrating call center applications with Salesforce.

Zapier

Zapier is an integration tool that allows you to integrate over 500 apps and programs outside of Salesforce with your call center system. Programs like Eventbrite, MailChimp and Google Apps can be connected with your actions inside Salesforce to help your systems run in sync. This is helpful for call centers because it can allow you to more effectively communicate with the customers in your CRM by easily sending them an email, for example.

You can view all of Zapier’s existing “zaps”, or integrations, for Salesforce by clicking here.

Pricing

Zapier offers several tiers of pricing, including a free plan that allows you to create or use 5 zaps (integrations) and run up to 100 tasks per month.

Zapier defines a task as every time a piece of data is pushed through the integration; so, if you created an integration that would transfer customer information from a form on your website to Salesforce, a task would be counted each time that your Zapier integration pushed that information into your Salesforce database.

The remaining plans range from $20 – $125 per month, and each tier comes with a free trial.

FormAssembly

With FormAssembly, you can quickly and easily create webforms that help you collect and track data from the customers in Salesforce. Some of the most popular FormAssembly functions include:

  • Ability to create payment forms for orders, service requests, and more
  • Develop powerful online applications using a simple, pre-made template
  • Collect customer information through surveys, and transfer the information directly into your CRM

You can update contacts and files using the information you receive through these surveys or applications, allowing your call center to have a full picture of everyone in your CRM.

Pricing

FormAssembly offers 4 pricing plans:

  • Basic: $28/month
  • Professional: $54/month
  • Premier: $130/month
  • Enterprise: starts at $250/month

Please note that in order to use FormAssembly’s Salesforce integration, you must choose one of the advanced plans. The integration is not available with the Basic plan.

If you’re not quite ready to commit to using FormAssembly, you can always start with their 14 day free trial.

Informatica

Informatica offers a variety of tools that can integrate with Salesforce. Their tools do everything from verifying contact information of your customers to consolidating files into one viewable page. Their tools are great for call centers because they can help you access and  clean customer information more easily.

Pricing

Informatica’s services are not “one-size-fits-all,” and they do not list pricing for their products or solutions on their website. In order to get a customized quote for your call center’s needs, you can contact Informatics directly.

Scribe

Scribe, like Informatica, also offers a number of tools to help run your call center more efficiently. By connecting Salesforce with Scribe, you can:

  • Consolidate all relevant customer information
  • Minimize manual data processing
  • Automate prospect to lead conversion data from your marketing applications

Pricing

Scribe’s pricing plans are also customized for each customer and implementation; however, you can learn more about how Scribe can enhance your call center by connecting to Salesforce here.

The integration tools above are a great addition to any call center currently utilizing Salesforce. They’ll help you run your call center more successfully because they connect directly with your current CRM, allowing you to have a comprehensive view of your customer base.

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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