In a shift toward advanced customer engagement strategies, the utilization of voice and text analytics has reached 81% in present day, a surge from the 62% recorded in 2020. These findings are revealed in the 2023 Global Contact Center Survey conducted by Deloitte Digital.
The study, which parsed the transformative trends shaping the customer service landscape, underscores the growing significance of voice and text analytics in modern business operations. By leveraging innovative technologies, companies are equipped to analyze and extract valuable insights from customer interactions, in verbal conversations and written exchanges.
The rise in the adoption of voice and text analytics is reinforced by the latest insights shared by McKinsey and Company. In their analysis of top sales performers and less productive counterparts, the consultancy firm discovered a compelling pattern. Among the 40,000 deals scrutinized, traditional telephone calls emerged as the superior means of capturing individuals' initial attention.
McKinsey's research reveals the enduring power of the human voice in fostering meaningful connections and establishing rapport with potential clients. While digital communication channels have proliferated in recent years, it is the personal touch conveyed through telephone conversations that continues to captivate and engage prospects effectively.
Businesses worldwide are taking notice of these trends, recognizing the immense potential of voice and text analytics in elevating their customer interactions. To enhance sales communications within call centers, Pipedrive, a sales CRM for small businesses, announced the launch of two new advanced integrations with CloudTalk and JustCall to streamline sales communication and make business calls more efficient.
Through seamless integrations with calling and texting solutions, teams can now effortlessly make and receive calls, run automated dialing campaigns and automatically log all call data, including activities, texts, call recordings, and voicemails, directly within the Pipedrive platform. This comprehensive integration consolidates all communication-related information into one centralized hub, empowering sales teams to maximize efficiency and deliver impactful results.
“Knowing exactly when it’s the best time to make a call or send a message allows sales representatives to create a human connection with clients, make people feel valued and supported, and sustain a great buying experience,” said Pipedrive Chief Product Officer Shaun Shirazian. “Managing all sales communications within one platform can prove integral to data-driven business success.”
These advanced integrations offer a range of powerful functionalities, transforming the way teams interact within the Pipedrive ecosystem. Setting up the CloudTalk and JustCall integrations is a breeze, requiring a few clicks to establish a connection. Once integrated, users can enjoy a host of benefits, including:
- Click-to-call functionality from anywhere in Pipedrive: Teams can initiate calls with a single click, saving time and eliminating the need to switch between applications.
- Accepting or making calls from anywhere in Pipedrive: The integrations empower users to handle calls directly within the Pipedrive platform, eliminating the need to juggle multiple tools.
- Instant caller details: When an inbound call is received, relevant contact data from Pipedrive is instantly displayed, providing valuable context for effective conversations.
- Desktop and mobile accessibility: The apps can be utilized seamlessly on both desktop and mobile devices, ensuring flexibility and enabling teams to stay connected on the go.
- Contact enrichment with comments and recordings: Users can enrich their contact records with comments and recordings, capturing important details and facilitating comprehensive customer interactions.
The CloudTalk integration offers next-generation business-calling software designed for data-driven teams. Leveraging data intelligence, AI and machine learning, CloudTalk optimizes the customer journey to cater to the unique demands of each business. With this integration, customer support and sales teams can automate their workflows effortlessly, without the need for coding.
Additionally, built-in analytics provide managers with real-time performance indicators, empowering them to identify growth opportunities and make data-informed decisions.
“Partnering up with Pipedrive is a natural culmination of our mission, as our two tools deliver the most value when combined together not only by improving sales teams’ performance but also by ensuring quality conversations that result in better relationships,” said Peter Bakos, CPO of CloudTalk.
JustCall, on the other hand, is a software tool specifically tailored to enhance the productivity and efficiency of sales representatives. Its native dialer eliminates the need for manual dialing, saving teams countless hours each month.
By automatically routing calls from Pipedrive contacts to the appropriate owner, JustCall ensures that customers are connected with the right team member promptly. This improves lead response time and elevates the overall customer experience, fostering stronger relationships and boosting sales performance.
“Formalizing our partnership with Pipedrive is a testament to the synergy we have built through our shared commitment to helping hundreds of thousands of clients make the most of every call, which ultimately translates to more sales, happier customers and a stronger bottom line,” said Gaurav Sharma, CEO of JustCall.
The integrations with CloudTalk and JustCall represent a transformative leap forward in communication and sales operations within the Pipedrive ecosystem. This allows teams to communicate seamlessly, save time and leverage valuable data insights to drive growth.
Edited by
Alex Passett
