CRM Integrations
BGMconnects includes native CRM integration that works seamlessly with the PBX.
Once CRM integration is enabled at the tenant level, BGMconnects automatically connects to the configured CRM system—no client-side setup is required.
After activation, CRM functionality is applied automatically during inbound and outbound calls, ensuring consistent customer context across the communication lifecycle.
To use BGMconnects with CRM integration features, ensure that your tenant administrator has completed the CRM configuration as described in the CRM Integrations guide.
How CRM Integration Works in BGMconnects
1. Automatic Caller Identification
When an incoming call is received, BGMconnects automatically attempts to match the caller’s phone number against existing customer records in the connected CRM system.
This real-time lookup ensures that agents have immediate visibility into caller context.
2. Caller Information on Incoming Calls
If a matching CRM contact is found, the caller’s CRM information is automatically displayed on the incoming call screen, allowing agents to identify the customer before answering.
3. CRM Contact Page During an Active Call
Once the call is answered:
If the caller matches a CRM contact, BGMconnects automatically opens the CRM contact details page.
Agents can review customer information in real time while speaking with the caller.
This design aligns with industry best practices for context-aware communications, minimizing call handling time and improving customer experience.
4. Creating a New CRM Contact During a Call
If the caller’s number does not match any existing CRM contact:
Tap the CRM button at the bottom of the call screen to open the CRM interface.
From this page, you can create a new CRM contact directly during the call.
⚠️ Important Call records are synchronized to the CRM only after a contact is matched or created. If no contact is associated with the call, the call will not be logged in the CRM system.
5. Resolving Multiple CRM Matches
If a phone number matches multiple CRM contacts, BGMconnects prompts you to select the correct record.
To resolve the match:
Tap View Contact to review the matched entries.
Select the correct CRM contact.
Tap Connect to associate the call with that contact.
This ensures accurate CRM data and prevents duplicate or incorrect call associations.
6. Adding a Call Summary
During or after the call, agents can enter notes in the Summary section:
Enter relevant call details.
Tap Save to store the summary.
📌 The summary is saved as part of the call record under the associated CRM contact, supporting post-call reporting and follow-up workflows.
7. Adding Comments (Notes) to a CRM Contact
Agents can also add general comments to a CRM contact that are not tied to a specific call.
To add a comment:
Tap Comment.
Enter a Subject and Comment.
Tap Save.
📌 These comments are stored in the CRM contact’s Notes section and are independent of call records.
8. Automatic Call Record Synchronization
After a CRM contact is matched or created:
When the call ends, the PBX automatically synchronizes the call record to the CRM.
If available, the following assets are also attached:
Call recordings
AI-generated transcriptions
This ensures a complete interaction history is preserved within the CRM system.
9. Tenant-Level CRM Permissions
CRM capabilities are controlled by the tenant administrator, including permissions to:
Create CRM contacts
Submit call records
Upload call recordings
📌 If certain actions are restricted by the tenant’s CRM configuration, they will not be available in BGMconnects.
This centralized control aligns with enterprise security and compliance best practices.
10. CRM Data in Call History
Within the Call History section of BGMconnects:
CRM customer information is displayed in the CRM tab for each call.
Agents can quickly review customer context even after the call has ended.
Summary
BGMconnects’ CRM integration delivers a frictionless, context-aware calling experience by tightly coupling real-time communications with customer data. With automatic caller matching, in-call CRM access, and post-call synchronization, it enables agents to work more efficiently while maintaining accurate and complete CRM records—without adding operational complexity.
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