CRM phone integration (CTI) that connects calls to your records
CRM phone integration, also known as computer telephony integration (CTI), links your cloud phone system to the CRM and business software your team already uses. With Use IT Telecoms, calls on 8x8 and Evonex trigger screen pops with caller details, let staff dial from any record with a click, and log every conversation automatically against the right contact. The result is fewer manual steps, faster calls and a complete record of every customer interaction.
Screen pops with caller details
When the phone rings, the matching contact, account or case opens on screen before you answer, so every call starts with full context.
Click to dial
Dial any number straight from your CRM, email or web page with one click. No misdialled digits and no time lost keying in numbers.
Automatic call logging
Inbound and outbound calls are written back to the right record automatically, capturing time, duration and outcome without manual note taking.
Works with common CRMs
Integrations for popular CRM, helpdesk and practice management systems, with open APIs on 8x8 and Evonex for anything more bespoke.
Fewer manual steps
Cut out copy and paste, duplicate entry and after-call admin so your team spends more time talking to customers and less on data entry.
Complete interaction history
Every call sits alongside emails and notes on the customer record, giving your whole team a single, accurate view of the relationship.
What CRM phone integration does for your team
CRM phone integration, or CTI, joins your telephone system and your business software so they work as one. Instead of switching between a phone and a screen, your team sees the caller identified the moment a call connects, and the notes they make flow straight back to the record. Use IT Telecoms configures this on 8x8 and Evonex, the same enterprise cloud voice platforms we deploy across UK business, so you get proven technology without enterprise complexity or cost.
The practical gains are immediate. Agents answer with the customer name already on screen, resolve queries faster because the history is in front of them, and never forget to log a call because the system does it for them. Managers get accurate reporting because every interaction is captured against the right contact automatically.
- Inbound screen pops that identify the caller and open their record
- Click to dial from CRM fields, emails and web pages
- Automatic call logging with time, duration and direction
- Call notes and outcomes saved against the correct contact
Works with the systems you already run
You should not have to replace the software your business relies on to get a smarter phone system. Our integrations connect cloud voice to popular CRMs, helpdesks and practice management tools, and the open APIs on 8x8 and Evonex let us link to sector-specific or in-house systems where a standard connector does not exist.
We scope the integration around how your team actually works, map the fields that matter, and test it before go live. Because everything is cloud based, the same screen pops and click to dial work whether staff are in the office, at home or moving between the two.
- Connectors for widely used CRM and helpdesk platforms
- Open APIs for bespoke and industry-specific software
- Consistent experience for office, remote and hybrid staff
- Central admin to add users and adjust behaviour in minutes
Frequently asked questions
What is CRM phone integration (CTI)?
CRM phone integration, or computer telephony integration (CTI), connects your phone system to your CRM and business software so they work together. It powers screen pops that identify callers, click to dial from records, and automatic call logging, which removes manual steps and keeps every interaction on the customer record.
Which CRMs does it work with?
Our cloud voice platforms, 8x8 and Evonex, integrate with many popular CRM, helpdesk and practice management systems out of the box. For bespoke or industry-specific software we use their open APIs to build a connection, so most systems can be linked in some form.
What are screen pops and how do they help?
A screen pop is the customer record that appears automatically when a call arrives, matched by the caller number. Your team sees who is calling and their history before they answer, so calls start with full context and are resolved faster.
Does it log calls automatically?
Yes. Inbound and outbound calls are written back to the matching record automatically, capturing the time, duration, direction and outcome. Your team no longer has to type up call notes by hand, which saves time and keeps reporting accurate.
How much does CRM phone integration cost?
Pricing depends on your platform, user numbers and which systems you connect, so we quote each integration individually after a short scoping call. Contact Use IT Telecoms on 01254 919133 or info@useit-telecoms.co.uk for a tailored quote.
How long does it take to set up?
Standard integrations for common CRMs can usually be enabled and tested within days. Bespoke API integrations take a little longer depending on complexity, and your dedicated account manager plans the work around your go live date.
Will it work for remote and hybrid teams?
Yes. Because the integration runs through cloud voice, screen pops, click to dial and automatic logging work the same whether staff are in the office, at home or on the move, using a softphone app on a laptop or mobile.
Is it secure and GDPR compliant?
Calls run over encrypted cloud voice and access to records is controlled per user, which supports your GDPR obligations. As an Ofcom registered, 8x8 Certified Partner, we configure integrations so customer data stays within your existing, permission-controlled systems.
More cloud voice features
Connect your phones to your CRM
Speak to a Lancashire-based specialist about CRM phone integration on 8x8 and Evonex, with screen pops, click to dial and automatic call logging built around your systems. Call 01254 919133.