Product Capabilities Overview

1. Overview of Vendor Integrations

ShareCRM integrates deeply with Tianrun Rongtong, Heli Yijie, Udesk, Zhichi, and Zhongtong Tianhong. Integration enables: 1) Customer service and sales staff to initiate outbound calls directly from any ShareCRM business record without logging into the call center vendor’s system, with call logs automatically recorded. 2) When agents work in the Customer Service Console, incoming calls automatically trigger a pop-up that matches related ShareCRM pages such as Account, Contact, and Leads. Agents can handle the call, record interactions, route business records, and place outbound calls in a single workflow.

picture coming soon:

• Support for more call center vendors: If you use a different call center provider, we also support system integration via the “Call Center Integration – Generic Connector” documentation: https://help.fxiaoke.com/1a54/8c78/cdc0/5efa/f638

2. Summary of Capabilities

• Support for call log retention:

Call logs are automatically retained, enabling precise search and traceability of customer issues for auditing and real-time review.

picture coming soon: Call log retention

• Support for one-click outbound calling:

You can add a custom button to business objects; after simple configuration, users can place outbound calls with a single click.

picture coming soon: One-click outbound

picture coming soon: One-click outbound

• Support for inbound call pop-up (screen pop):

The system rapidly identifies caller identity from the incoming phone number. For recognized Accounts, Contacts, or Leads, the Customer Service Console displays a screen pop with relevant customer data. With appropriate permissions, agents can view and update business information within the same interface, significantly improving agent efficiency.

picture coming soon: Screen pop for incoming calls

Warning: Unified call handling (incoming answer and outbound dialing) via the “call bar” inside ShareCRM’s Customer Service Console requires deep integration of the call bar functionality with the call center vendor. Deep integrations are already implemented with Tianrun Rongtong, Heli Yijie, Udesk, Zhichi, and Zhongtong Tianhong. If you need the call bar outside the Customer Service Console, a professional services consultant must provide custom development.