Product Capabilities Overview

I. Overview of Vendor Integration Capabilities

ShareCRM has deep integrations with Tianrun Rongtong, Heli Yijie, Udesk, Zhichi, and Zhongtong Tianhong call center solutions:
1) Customer service representatives and sales personnel can initiate one-click outbound calls and retain call records directly within ShareCRM without logging into separate call center systems.
2) When receiving inbound calls, the system automatically matches and displays relevant Account, Contact, or Lead pages via pop-up screens, enabling agents to handle calls, record information, process business documents, and make outbound calls in a unified interface.

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• Extended call center compatibility: For other call center providers, integration can be achieved using the Universal Call Center Connector.

II. Key Features

• Call recording retention:
  Automatically stores call records for precise issue tracking and audit trails, ensuring full accountability and historical reference.

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Call recording retention

• One-click outbound calling:
  Add customizable buttons to business objects for instant outbound calls with minimal configuration.

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One-click outbound calling

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One-click outbound calling

• Caller ID pop-up screens:
  Automatically identifies callers and displays their Account/Contact/Lead details, enabling agents to query, update, and process information in a single view for maximum efficiency.

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Caller ID pop-up screen

Note: The integrated Call Toolbar for inbound/outbound calls in ShareCRM’s service console requires deep integration with call center providers. Currently supported vendors include Tianrun Rongtong, Heli Yijie, Udesk, Zhichi, and Zhongtong Tianhong. Custom development is required for implementing the Call Toolbar in other modules.