Integrations & CTI CRM
Connect your service channels, telephony and CRM.
Voz360 supports CTI CRM and external CRM integrations alongside connected messaging, telephony and AI services. Map the customer information, call activity and service workflow your team needs across those connections.
THE WORKFLOW, EXPLAINED
Does Voz360 support CTI and external CRM integrations?
Yes. Voz360 supports CTI CRM and external CRM integrations alongside its voice and conversation workflows. The records, actions, identity mapping and connection details depend on the systems and implementation, so the integration scope should be evaluated against your actual CRM and service journey.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Integrations & CTI CRM
Bring CRM and voice activity into the service workflow
CTI CRM and external CRM integrations connect the telephony and customer service experience with the systems your business uses. Start with the actual customer and call workflow, then agree the information and actions the connection needs to support.
Support CTI CRM integration in voice workflows.
Connect external CRM systems with the customer service operation.
Review the customer information and call activity the team needs to exchange.
Confirm connector-specific authentication, fields, permissions and supported actions.
Integrations & CTI CRM
Connect the accounts your customers contact
Channel integrations bring email, SMS, social media and real-time messages into customer conversations. Each channel keeps its provider account requirements, permissions and rules, while Voz360 manages the service work around the request.
Connect email and SMS service accounts.
Support Facebook, Instagram, X and Threads social channels.
Connect Facebook Messenger, Instagram messaging, WhatsApp and Telegram.
Include website live chat and the web self-service portal in the service journey.
Integrations & CTI CRM
Configure the voice and AI services behind the experience
Telephony and AI connections support inbound and outbound calls, live assistance and voice AI. The selected configuration defines how SIP services, transcription, language models and speech output participate in the workflow.
Configure SIP carriers and the call routing required by your team.
Connect speech-to-text, language model and text-to-speech services.
Configure AI assistance for replies, recommendations and quality review.
Review service credentials, access and data movement for each connection.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Define the data the handling agent needs
A voice follow-up depends on an account record held in an external CRM. The integration design should make clear which information is shared and which system owns the record.
- 01
Map
Identify the customer reference and records needed in the workflow.
- 02
Connect
Review CTI CRM or external CRM integration requirements.
- 03
Validate
Test identity matching, record context and expected actions.
- 04
Operate
Agree ownership of connection monitoring and exception handling.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind integrations & cti crm.
Does Voz360 support CRM integrations?
Yes. Voz360 supports CTI CRM and external CRM integrations. The available connector, authentication, fields and actions depend on the selected CRM and setup; bring your CRM requirements to the product demonstration.
Does every channel use the same provider setup?
No. Email, SMS, social, messaging, voice and AI services have their own account, credential and provider requirements. Configure the connections required for your workflow and review the relevant permissions and policies.
MAKE THE EVALUATION SPECIFIC
Bring your CRM into the product conversation.
Share the system name and an example of the record context your agents require.