Insights & Resources

What is voice to CRM, and how does it work?

Voice to CRM integrates your business phone system with your customer relationship management (CRM) software. Learn how it works:

Emily Wynne
voice to CRM graphic overlaid world image
Voice to CRM is a rapidly-growing technology that transforms the way businesses interact with customers over the phone. It allows businesses to capture, store and analyze customer data from telephone conversations, and use that data to improve customer service, sales and marketing strategies. In this blog post, we’ll explore the basics of voice to CRM, what it can do and how it works.

What is voice to CRM?

Voice to CRM is an automated customer service tool that enables businesses to quickly and efficiently connect with their customers. Voice to CRM runs on a cloud-based system that helps businesses connect customers with the proper personnel or department quickly. Using artificial intelligence (AI) and natural language processing capabilities, the system can understand customer inquiries and requests. After interpreting a customer’s inquiry, voice to CRM will route it to the appropriate department or personnel for resolution.
By leveraging a cloud-based system, companies can quickly route customer inquiries and requests to the appropriate personnel or departments. Voice to CRM also enables businesses to better manage customer relationships by collecting customer data and providing actionable insights.

Benefits of voice to CRM

By integrating voice calls into the CRM system, businesses can automate customer service tasks, streamline communications and improve customer experience.The benefits of voice to CRM are numerous. By using this technology, businesses can improve both their efficiency and customer service, while simultaneously enhancing overall workflow.

Improve efficiency

Voice to CRM improves efficiency by automating the customer service process. Rather than having to manually transcribe customer service calls, voice to CRM automatically collects customer call data and stores it in the CRM system. Automating this process allows customer service teams to quickly access and analyze customer data and helps them respond to customer inquiries more quickly. Additionally, voice to CRM allows businesses to quickly identify trends in customer service, such as common inquiries or complaints, helping customer service teams to quickly address those issues.

Elevate customer service

Voice to CRM helps businesses improve customer service by providing agents with accurate and up-to-date customer data. By automatically collecting customer call data, customer service teams are able to more quickly and accurately access customer information, such as purchase history, account status and more. This deeper layer of information allows them to provide more personalized customer service. Additionally, voice to CRM enables customer service teams to quickly and easily route customer calls to the appropriate department, ensuring calls are quickly answered and resolved.

Enhance workflow

Voice to CRM enhances workflow by helping customer service teams to more quickly and easily identify customer inquiries and complaints. By automatically collecting customer call data, customer service teams are able to quickly and easily identify common customer queries and complaints. With more answers to common questions at their fingertips, customer service reps can quickly develop solutions and create process improvements to better address customer needs. Additionally, voice to CRM allows customer service teams to track customer service calls, which makes it easier to monitor customer service performance and identify process improvements.

Voice to CRM use cases

Voice to CRM technology provides businesses with the ability to bridge communication between customers and their CRM systems. It allows for customer information to be seamlessly integrated into CRM systems and enables companies to better manage customer interactions. Voice to CRM technology can be used in a variety of ways to improve customer experiences and increase customer engagement. Below are a few examples of how businesses can leverage this technology in their operations.

Receive calls from customers

Organizations can use voice to CRM to receive calls from customers and automatically route them to the right customer service representative. Automatic routing eliminates the time-consuming process of manually transferring calls and ensures that customers get to the right person quickly. Additionally, businesses can leverage technology to capture information from customers during the call, such as their name and account number, and store it in the CRM system for easy access.

Automated calls for payment reminders

Voice to CRM technology can also be used to automate payment reminders for customers. Companies can set up automated calls that remind customers when their payments are due and give them the option to make a payment over the phone. Automated reminders eliminate the need for manual follow-up calls and ensure that payments are made on time.

Create better customer experiences (CX)

Voice to CRM technology can also be used to create better customer experiences by providing customers with personalized service. Companies can set up automated calls to greet customers by their name and provide them with relevant information about their accounts. This helps to build trust and loyalty with customers and creates a more positive customer experience.

Ways of implementing Voice to CRM

There are two primary ways of implementing Voice to CRM: post-call dictation and real-time call transcription.

Voice to CRM via post-call dictation

Voice to CRM via post-call dictation involves having a customer service agent record a customer’s information after the call is complete. This is done using a dictation tool or app. The data is then transcribed and added to the agent's CRM, providing an accurate record of the customer's information. This method, while useful, can result in data inaccuracies and lost time.

Voice to CRM via real-time call transcription

Voice to CRM via real-time call transcription is an automated method of capturing customer data. This technology uses speech recognition software to transcribe the conversation in real time and add the data to the CRM. This allows agents to quickly and accurately capture customer data while on the call. This method is more efficient and accurate than post-call dictation.

How to choose the right voice to CRM for your business

When it comes to choosing the right voice to CRM solution for your business, there are a few factors to consider. To ensure that you get the most out of your voice to CRM system, it’s important to find a provider that offers features that meet your specific needs.
When voice to CRM first became popular, it was standard practice to manually dictate notes into an app post-call. This data entry was then fed into a data processing pipeline to formulate it into CRM entry fields. While this approach may have been the best option in the past, it isn’t ideal. It requires a lot of time, not all information is captured and the accuracy of the information captured is often subject to individual interpretation, which can lead to errors or misunderstandings.
Real-time transcription is far more effective. This approach involves auto-generating a phone call transcript while the call is still ongoing. The program then feeds this transcript into a data processing pipeline to formulate CRM entry fields. Transcribing call data in real time is much more efficient and accurate: it happens automatically without any extra effort required from an agent, and all of the information shared on the call is automatically captured and processed.
If you want to help your employees field calls more efficiently and provide better customer experiences, you should look for a voice to CRM provider that offers real-time call transcription. This feature is especially important if you need to capture and store customer conversations in your CRM system. Real-time call transcription ensures that all conversations are accurately captured, giving you a reliable record of all customer interactions.
You should also look for a provider that offers integrations with other applications and services you use. This will help ensure that you have access to all the customer data you need in one place, streamlining customer data management and giving you a more complete picture of each customer interaction.
Finally, you should look for a provider that offers a customer-friendly user interface. Having a user-friendly platform is essential for ensuring that your customer service agents can quickly and easily access customer data and have the tools they need to provide a great customer experience.


With the help of a cloud-based VoIP provider like Telnyx, businesses can quickly integrate their CRM system with their phone system, allowing them to easily leverage their customer data and provide faster, more reliable customer service. With Telnyx, businesses can make the most of their customer data and take customer service to the next level. Enable your CRM with SMS using the Telnyx Messaging API, and see the difference it can make in your customer service.
Watch our demo to learn how to transcribe speech to text from a phone call in real time, or contact our team of experts to get started.
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