While customer relationship management (CRM) can benefit the whole enterprise, the benefits are often felt most strongly in the contact center. Knowing exactly when the best time to make a call or send a message allows outbound call center personnel and sales representatives to create a human connection with clients, make people feel valued, supported, and sustains a great buying experience. To achieve this, however, there must be strong integration with the contact center platform and the CRM solution.
Contact center software provider JustCall announced a strategic partnership with Pipedrive, a sales CRM solution for small businesses, to improve customer service and sales call centers worldwide. Thanks to the integration, JustCall customers can make calls directly from within Pipedrive and have real-time access to customer data. This streamlines the sales process, reduces manual interventions, provides an up-to-date view of customer interactions, and empowers businesses to prioritize excellent customer service, faster deal-closing and built out a tech stack to support these areas, according to the two companies.
Using JustCall’s call center solution to support Pipedrive’s global customer base harnesses the value of AI-powered conversational intelligence to transcribe and analyze calls in real-time, providing performance scores, key action items and sentiment analysis. Managers can listen in to calls and provide feedback, helping employees improve their call-handling skills and confidence, leading to reduced burnout and turnover.
Features of the integration from JustCall and Pipedrive include enhanced team collaboration, comprehensive reporting and analytics, real-time performance monitoring, centralized activity tracking and a scalable infrastructure that can grow with the business.
“Great partnerships are not just about the length of time, but the quality of collaboration,” said Gaurav Sharma, CEO of JustCall. “Formalizing our partnership with Pipedrive is a testament to the synergy we have built through our shared commitment to helping hundreds of thousands of customers make the most of every call and SMS, which ultimately translates to more sales, happier customers, and a stronger bottom line.”
Edited by
Greg Tavarez
