Integrations
Integrations
Communication in your workflow.
Telephony, customer contact, and AI connected to your business applications.
Our role
We first map out which applications and processes matter, such as CRM, ERP and ITSM. We then design the integrations via standard connectors, APIs or custom work, with security and manageability in mind. We guide the build, test together with your team and remain your point of contact after go-live.
Communication connected to your business processes.
Customer recognition
Incoming contacts linked directly to CRM records, with context.
Orders and status
Orders and delivery status from ERP or CRM, visible during the call.
Service and tickets
View and update tickets in ServiceNow, TOPdesk or Jira.
Workspaces
Click-to-call and screen pops in Teams, Zoom, contact center or CRM.
Business applications
Integrations with Salesforce, Dynamics 365, SAP, AFAS, Exact and more.
How we integrate
Using APIs, webhooks, CTI and middleware, with SSO for secure access.
Frequently asked questions about integrations
Why connect telephony to your CRM?
Because you instantly see who is calling, with customer details, open tickets or orders at hand. Employees don’t have to search, calls are logged automatically and customers don’t have to repeat themselves. That saves time and improves customer satisfaction.
Which systems can you integrate with?
Including Salesforce, Dynamics 365, HubSpot, ServiceNow, SAP, Exact Online, AFAS, TOPdesk and Jira Service Management. What is possible depends on the available connectors and interfaces of both your communication platform and your business application.
What are CTI, screen pop and click-to-call?
CTI (Computer Telephony Integration) connects telephony to your software. A screen pop automatically shows the customer record on an incoming call. With click-to-call, you call with one click from your CRM or ERP, without retyping numbers.
Standard connector or custom integration?
Where possible, we choose standard connectors: faster, cheaper and easier to maintain. Custom work via APIs or middleware is used when a standard connector is not enough. We clarify upfront what is standard and what requires extra work.
What about security and GDPR?
Integrations use single sign-on and limited permissions: a system only sees what it needs. We document which data goes where and take retention periods and data processing agreements into account.
What does Cloud Avenue do for us?
We analyse your processes, design the integrations and guide the delivery. We also guide you through building and managing the integrations. You have one point of contact.