Making an analogy, a dialer is a machine gun of
calls, and the CRM database is the ammo depot. Therefore it is
important to make sure that the correct agent is calling the list of names
or leads that are most appropriate to his or her skills or location as
fast as possible. This is the reason why one of the fundamental
questions to ask when specifying a dialer solution is if the organization
requires the integration of the dialer solution with an existing
or future CRM.
It is important to know if the dialer system comes with
a list or lead-management database (or integration with an existing one is
required) and offers an API or Web services capability to easily move
data in and out as required.
Therefore, when writing the RFP, it is crucial to
make sure that all requirements linked with the integration with the
support application are very well defined. In addition to clearly stating
your needs, you must ask the potential vendors about their
experience integrating their products with other clients and ask for
references (and, of course, check those references).
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