screen-pop and click-to-call*
Customer Relationship Management (CRM) integration allows for incoming telephone calls to screen-pop as a Windows notification so that the end-user can decide if they want to open the customer's record in their CRM tool. Our CRM integration can be with either cloud-based CRM tools or CRM tools that run locally on the deskop where the CRM tool allows for integration. Cloud-based CRM tools may also allow for click-to-call functionality allowing end-users to initiate calls via the telephone system for the customer contact.
Chrome Extension
The Chrome extension can be used for cloud-based CRM tools and supports both screen-pop as a Windows notification and click-to-call where the CRM tool allows. There is often a requirement for back-end API integration with the CRM tool that SoftTrain Cloud can implement.
Desktop
Where the CRM tool runs locally on the PC, the Desktop implementation allows for screen-pop as a Windows notification. The original integration was for SystmOne used by doctor's surgeries, however, the implementation is designed to be system agnostic.
Product Features
Screen-Pop
Incoming calls pop-up within Pipedrive and can be answered, put on hold, resumed from hold, transferred, forwarded or the call can be ended via the hang-up button.
Auto-detection of incoming contact with link to contact record within Pipedrive
Click-to-Call
Hovering over a telephone number allows the option to call that number with a simple click. There is also an optional feature to generate a call record in Pipedrive when the outgoing call is initiated
Transfer and Forward
Option to transfer or forward the call to a colleague. Initial list is for colleagues in the same department as the person answering the original call, but also a dropdown option to select the extension for anyone else on the phone system.
Icons to identify the current status of the colleagues to ensure forwarding or transfer only to a colleague who is available to take the call.
Dialpad
The dialpad allows for telephone numbers to be manually entered and called. Number buttons ideal for touch-screens, but also the option to type the number from the keyboard.
Call Log
Optional feature to allow logging of the call against the contact's record. Either when the call is initiated or once the call has ended.
Support Matrix
The following table details which features are available for each CRM tool along with videos of each integration (where possible).
| CRM tool | Screen-Pop | Click-to-Call | Call Transfer | Dialpad | Call Logging | Video |
| Act! Premium Cloud |  | | | | play | |
| Clinic Office | | | | | play | |
 | | | | | | play |
 | | | | | play | |
| Dentally | | | | | play | |
| Hubspot | | | | | | play |
| Microsoft Dynamics | | | | | play | |
 | | | | | play | |
 | | | | | | play |
| Salesforce | | | | | | play |
| Sellsy | | | | | play | |
 | | | | | | play |
| Zendesk | | | | | | play |
| Zoho | | | | | play |
Screenshots
Other Wildix-Integrated Products
- Dynamic Wallboards - real-time view of what's happening
- Call Recording Archive - archive and free up space
- Call Recording Controller - pause and resume call recording
- Analytics - reports of current and historial calls
- Call Recording AI - transcribe calls and get call sentiment ratings
- Live Chat & Chatbot - bespoke Live Chat including chat sentiment ratings
- Post-Call Actions - log call reasons when calls end
* click-to-call available for Chrome Extension only