VoIP providers have varied offerings - some more suited to a complex integration than others. It's essential that decision-makers understand the level of integration a provider can offer in order to select the right solution for your business situation. Realising your chosen provider can’t accommodate your requirements during implementation is a sure fire way to unnecessary frustration along with lost time and money.
Most smart firms will be using a CRM (Customer Relationship Management) tool to manage their customer pipeline. In addition, they will be using VoIP technology. Both these systems deliver significant business benefits, but it's a new wave of innovation that sees such systems working seamlessly together to achieve maximum value.
Let’s take a look at Zadarma and Twilio, two leading providers and compare their features and costs. Both suppliers offer smart, ready-made applications or APIs and web services that integrate your VoIP phone service or hosted dialler with CRM systems. Some products will focus on mainstream VoIP applications so it’s wise to check with the provider’s integration capability first before investing in a new phone system or dialler.
Zadarma offers a new generation of business phone systems, with virtual numbers from 100 countries, free Cloud PBX, free CRM, widgets as well as robust APIs to allow for seamless integration and painless setup. Twilio is recognised for its open API and customisation for voice telecom with pay as you go bolt-on features. Twilio leans on the technical and developer world to ensure its sophisticated API is set up correctly. This system allows programmers to use existing web development skills, existing code, existing servers and existing databases to solve their communication problems. Twilio eliminates per-user application licensing but requires custom work to set up. The integration is complex, because unlike traditional communications systems, Twilio is built to be integrated.
When comparing pricing plans vs features below, it is clear Zadarma appeals to a broader market with its simple but intuitive features with agreeable uncomplicated monthly pricing plans. Twilio offers a pay as you go policy, asking customers to select and pay only for the features and the integration they require on a monthly basis.<
There is no doubt Twilio appeals to developers and programmers, but this could limit its appeal to the broader market. Many customers value the easy to use interface of Zadarma, with less coding required. Zadarma is looking to build out their APIs even further this year.
When setting up your communication systems it’s sensible to use fewer suppliers to reduce costs and centralise all service support requirements. Zadarma’s API interface allows clients to use the service for customer’s personal applications and to integrate it with any CRM system as well as softphones for call centres. It is straightforward for a client to set up a cloud PBX and connect it with the API interface.
Insightful innovation-led companies are realising the benefits of integration between VoIP and business application systems, providing a competitive advantage over the competition. With integration applied correctly your business will reap endless rewards. However one must ensure the set up is simple to achieve and as cost-effective as possible.