Call Dispositions in Integrated CTI
The ability to click-to-call is essential to a CRM. While there's a
CTI adapter for RingCentral, its lacking critical features/functionality.
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When you place a call, you provide the ability to type notes within
the zoho pop-up, but no way to track a call disposition (what happened
on that call). I can schedule the NEXT activity, but not what just happened.
You need ability to (within the screenpop on the bottom right)
change lead status and call dispositions.
Examples. On any given phone call, I must have
1) Left Voicemail
2) Had No contact
3) Made contact with any human
4) Made contact with Decision Maker
5) Made contact with Influencer
After completing a call, there should be a simple drop down
allowing me to update what happened on THAT specific call, and also
change the lead status. That call could have progressed the sales
pipeline from New, to demo scheduled, to closed (or whatever your
process is). You should be able to track that progression down to the
individual call.
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