Overview
The Multi-Vendor Telephony Integration feature in Meritto CRM enables institutions to configure and use multiple telephony telephony service providers for different call flows (Inbound, Outbound, and Campaign calls). This allows businesses to efficiently distribute their telephony requirements across different vendors based on operational needs, performance, and availability.
Traditionally, organizations relied on a single telephony vendor, which limited flexibility and created challenges in case of vendor outages or performance bottlenecks. With Multi-Vendor Integration, institutions can:
Optimize call distribution by assigning specific vendors to different call types.
Implement failover mechanisms to ensure business continuity.
Improve operational efficiency by using vendors based on cost-effectiveness, location, or team-specific needs.
Key Features of Multi-Vendor Telephony Integration
Assign Different Vendors to Different Call Flows: Institutions can configure multiple vendors for the same or different call flows. In a single vendor telephony set-up, you can configure only one vendor for one flow. However, with the multivendor feature, there can be multiple vendors for a single call flow. This ensures call distribution flexibility based on vendor capabilities or institutional policies.
For a single-vendor telephony set-up: Vendor A for Inbound calls, Vendor B for Outbound calls, Vendor C for Campaign calls.
For multi-vendor telephony set up: Vendor A/ B for Inbound calls, vendor B/C for outbound calls, vendor C/A for Campaign calls.
Real-Time Call Routing to multiple telephony service providers as per the requirements: When an inbound call is received, Meritto CRM triggers a real-time pop-up notification for the assigned agent. The notification provides caller details (lead name, phone number, lead stage) and direct access to the lead’s profile. If the primary agent is unavailable, the call can be routed to another vendor if configured.
Campaign Call Handling with Multi-Vendor Support: Institutions running multiple campaigns can distribute calls across different vendors.
Failover and Redundancy Mechanism: If one telephony vendor is down, calls can be rerouted to an alternate vendor. This ensures uninterrupted communication and prevents downtime from impacting lead engagement.
When Should You Use Multi-Vendor Telephony?
This feature is beneficial when:
You need backup vendors to prevent downtime or service disruptions.
Your institution operates in different geographical regions and requires regional vendors for cost efficiency.
You are running campaigns that need different telephony providers based on cost or capacity.
You have specialized teams using different vendors for distinct business processes.
For step-by-step instructions on configuring this feature, refer to the [How-To Guide: Configuring Multi-Vendor Telephony in Meritto CRM].
Conclusion
Multi-Vendor Telephony Integration in Meritto CRM provides businesses with the flexibility to manage telephony operations more efficiently. Whether it's for load balancing, vendor failover, or optimizing cost and performance, this feature ensures that institutions can handle calls seamlessly across multiple providers while maintaining operational continuity.