The Gap Between VOIP Systems and Salesforce
Go Beyond Call Center Phone Time
Call centers are often powered by VOIP systems that efficiently manage inbound and outbound calls. These systems track call duration, record conversations, and provide essential analytics. However, a critical challenge remains: what happens when support work extends beyond the phone call? VOIP systems track call time, but fail to capture the time agents spend on crucial follow-up tasks while not on the phone.
Era automatically tracks all agent time spent within Salesforce—on any object—providing visibility into the full scope of customer support activities.
The Hidden Time Gap in Call Centers
Most VOIP systems (RingCentral, Five9, Zoom Phone, Vonage, etc.) excel at recording time spent on calls. However, they fail to track the substantial hours agents spend resolving customer issues after the calls. Tasks like researching solutions, drafting emails, updating case notes, and following up with clients—all crucial to delivering effective customer support.
Without a way to track this time in Salesforce, call centers face significant operational challenges:
Incomplete time tracking: VOIP systems only capture call duration.
Data silos: VOIP data exists separately from Salesforce.
Manual time logging: Increased risk of agent errors.
Era provides a seamless way to record all agent time in Salesforce—whether it’s spent on the phone or looking up accounts, capturing notes, creating tasks, etc., ensuring no revenue is missed.
Eliminate Data Silos
Data fragmentation is a common challenge for call centers. VOIP systems store call data separately from Salesforce, creating complexity when it comes to reporting, billing, or assessing agent productivity. Manual data reconciliation is time-consuming and prone to errors.
Whether agents are updating case notes, researching solutions, or communicating with customers through different channels, Era ensures all activities are accurately logged in one place. This comprehensive logging reduces reliance on disparate systems, promotes more consistent use of Salesforce, and streamlines reporting and billing.
The Era Advantage for Call Centers
Using Era with Salesforce offers distinct advantages for call centers looking to improve their time tracking and billing processes:
Comprehensive time tracking: Capture all agent activities, both on and off the phone, within Salesforce.
Automatic time capture: Track time spent on any object in Salesforce, from cases to custom workflows.
Accurate associations: Ensure time logs are automatically linked to the correct accounts, cases, or opportunities in Salesforce.
Unified platform: Consolidate time data in one platform to streamline reporting and billing and eliminate data silos.
Automated workflows: Reduce administrative burdens on agents and managers by automating time logging and case association.
Actionable insights: Use Salesforce’s reporting tools to gain visibility into agent productivity, identify bottlenecks, and optimize processes.
Transform Your Call Center with Era
Era isn’t about integrating your VOIP system with Salesforce—it’s about maximizing the value of your CRM investment. By tracking all agent activities within Salesforce, Era encourages call centers to rely on clear, actionable insights it delivers to streamline operations, increase profitability, and improve customer support outcomes.
If you’re ready to streamline your call center operations and unlock new levels of efficiency and profitability, it’s time to explore how Era can work for your team.
Book a demo today and see the difference Era can make.
