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Business communication has become more complex than ever. Customers expect immediate responses, informed conversations and a seamless experience no matter who they speak to. Sales and support teams must handle increasing call volumes while maintaining accuracy, consistency and professionalism. When communication tools and customer data operate separately these expectations are difficult to meet.
Hosted VoIP has become a modern solution to these challenges. A Hosted VoIP system is a cloud based phone system that allows businesses to manage calls over the internet instead of traditional phone lines. It offers flexibility, scalability and remote access while reducing infrastructure costs.
CRM integration connects this phone system with customer relationship management platforms. It ensures that every call is linked to customer data making it an essential capability for efficient sales and support operations.
Traditional phone systems function in isolation. Calls are answered without background information and valuable insights are often lost once the conversation ends. Teams rely on memory or manual notes which leads to gaps and inconsistencies.
CRM systems are designed to track customer interactions over time. They store contact details, sales activities, support cases and communication history. However when voice interactions are excluded the customer story remains incomplete.
By integrating Hosted VoIP with CRM platforms voice communication becomes part of the CRM ecosystem. Calls are captured alongside customer records giving teams the full context they need to communicate effectively and make better decisions.
CRM and Hosted VoIP integration brings voice communication and customer data into a single, connected workspace. Instead of switching between systems, teams can manage calls and customer records side by side. This creates a smoother workflow, reduces manual effort and ensures every interaction is properly tracked. The result is clearer visibility, faster responses and more consistent customer experiences.
Click to dial allows users to place calls directly from CRM records with a single click. Phone numbers stored in contacts, leads or accounts become instantly callable, removing the need to manually dial numbers. This saves time, reduces dialling errors and helps teams move quickly between customer conversations, especially in high volume sales or support environments.
When an inbound call is received, the integrated system automatically displays a screen popup with the caller’s details. Agents can immediately see key information such as name, company, previous interactions and open tickets before answering the call. This prepares them to respond confidently and personally, without asking repetitive questions or searching for records during the conversation.
All call activity is automatically captured and stored within the CRM. This includes call time, duration, call outcome, notes and recordings where enabled. Agents no longer need to manually update records after each call, which improves data accuracy and ensures no interaction is missed. Managers also gain reliable call history for reporting, quality checks and performance reviews.
If an inbound call comes from an unknown number, agents can create a new contact directly within the CRM during or after the call. The system links the call details to the newly created record, ensuring future interactions are properly tracked. This keeps customer data organised and prevents valuable leads or enquiries from being lost.
By combining Hosted VoIP and CRM data, teams gain a single, unified view of each customer. Call history, notes, recordings and CRM records are accessible in one place, providing full context for every interaction. This unified view supports better collaboration, improves follow ups and enables more informed decision making across sales, support and customer service teams.
When customer information appears instantly during incoming calls sales teams can respond without delay. There is no need to search for records or ask basic questions again. Real time access to customer data improves conversation quality and helps sales teams engage prospects more confidently while removing unnecessary friction from the sales process.
Integrated call logging ensures every sales interaction is recorded against the correct lead or contact. This creates a clear timeline of touchpoints across the sales pipeline. Sales managers gain accurate visibility into lead engagement helping them assess readiness and prioritise opportunities more effectively over time.
Manual administration reduces selling time. CRM and Hosted VoIP integration automates call logging, note taking and record updates. Sales representatives spend fewer hours on data entry and more time focusing on meaningful conversations, closing deals and building relationships.
Support agents gain immediate access to customer history when calls arrive. Previous interaction notes and open cases are visible before answering the phone. This context allows agents to understand issues quickly and resolve them more efficiently improving overall response quality.
Customers do not want to repeat information or wait on hold while records are searched. CRM integrated Hosted VoIP ensures agents already know who is calling and why. This results in smoother conversations shorter handling times and a more positive customer experience.
Customer history and call notes are accessible to both sales and support teams. This shared visibility ensures consistent communication and prevents information gaps between departments. Teams collaborate more effectively when everyone works from the same customer data.
CRM integrated Hosted VoIP brings all communication data into a single reporting environment. Instead of reviewing call metrics and customer data separately, businesses can analyse everything from one central location. This improves visibility, accuracy and strategic decision making across teams.
All call logs, durations, outcomes and recordings feed directly into the CRM. This creates a complete interaction history that is easy to access and analyse without relying on separate reporting tools.
Integrated systems power real time dashboards that display call volumes, response times and agent activity. Managers can quickly identify trends, workload distribution and performance gaps using reliable, up to date data.
By linking calls with CRM records, businesses gain deeper insight into customer behaviour and journey patterns. Bottlenecks, missed opportunities and service delays become easier to spot, supporting data driven improvements.
The value of CRM and Hosted VoIP integration goes beyond convenience. It delivers measurable improvements across productivity, customer experience and operational consistency, making it a practical investment rather than a technical upgrade.
Automation reduces manual data entry and repetitive tasks. Teams spend more time speaking with customers and less time updating systems, leading to faster workflows and higher output.
Agents have full context before and during calls, enabling more personalised conversations. Customers do not need to repeat information, which builds trust and improves satisfaction.
Every call is linked back to the CRM, ensuring consistency across departments and channels. This creates a reliable customer journey where no interaction is lost or disconnected.
CRM integrated Hosted VoIP supports practical, day to day business operations by connecting call activity directly with customer data. These use cases show how teams across sales and support benefit from a more structured, data driven communication setup.
Sales teams can manage call follow ups directly from within the CRM. Every outbound and inbound call is automatically linked to leads and opportunities, making it easy to track conversations and next steps. This ensures no prospect is forgotten and follow ups are timely, relevant and aligned with the sales pipeline.
Inbound support calls can automatically create tickets or case records in the CRM. Call details, notes and recordings are attached to each ticket, giving support teams full context from the start. This improves response times, reduces duplication and ensures issues are resolved more efficiently.
With complete call histories stored in the CRM, teams can qualify leads more accurately. Call outcomes, conversation notes and previous interactions help assess interest levels and intent. This allows teams to prioritise high quality leads and focus their efforts where they are most likely to convert.
CRM and Hosted VoIP integration makes it easier to monitor key performance indicators. Metrics such as call volume, response time, call duration and outcomes are available in one place. Managers can track individual and team performance using reliable data to support coaching and optimisation.
Call recordings linked to CRM records support quality assurance and compliance. Managers can review calls to assess communication standards, identify training needs and maintain service quality. Recordings also provide a valuable reference for resolving disputes and improving overall customer interactions.
Selecting the right CRM and Hosted VoIP integration is critical to achieving long term success. Not all integrations offer the same level of depth, reliability or ease of use.
Businesses should ensure the VoIP platform integrates smoothly with their chosen CRM. Popular platforms such as HubSpot, Zoho, Pipedrive, Bitrix24 and Clio benefit most from well 2. supported integrations.
The integration should feel natural for users, not disruptive. Simple interfaces and intuitive workflows help teams adopt the system faster.
A strong integration goes beyond basic call logging. Features such as screen popups, contact creation and advanced reporting should work reliably without complex configuration.
Proper planning is essential to maximise the value of CRM and Hosted VoIP integration. A structured approach reduces disruption and improves adoption across teams.
Businesses should review existing processes and define how calls and CRM data will be used. Clear workflows ensure consistency and reduce confusion during rollout.
Training is key to successful adoption. Teams should understand how to use features such as click to dial, call logging and reporting to their full potential.
After deployment, key performance indicators should be tracked closely. Ongoing analysis helps businesses measure impact, identify improvements and continuously optimise system performance.
CRM integration with Hosted VoIP is a clear competitive advantage for modern businesses. It connects voice communication with customer data transforming both sales and support workflows. Wavetel Business offers a powerful Hosted VoIP system designed to integrate seamlessly with leading CRM platforms including Zoho Pipedrive HubSpot Bitrix24 and Clio. With features such as click to dial inbound call popups, call recording unified communication and a secure cloud infrastructure Wavetel helps businesses streamline operations, improve visibility and deliver better customer experiences. Learn how Wavetel Hosted VoIP with CRM integration can transform your communication workflows and support long term growth.
Book a Zoom Phone demo, request a personalised quote, and partner with Wavetel Business to implement a future-ready voice solution built for growth and flexibility.