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An interesting interview of David Peterson — CEO of PowerHouse Consulting at VoIP-News throws light on the process of integrating CRM with call-center telephony. David talks about the issues that crop up when integrating a CRM solution with a call-center. These include selecting the right intermediary server for converting the proprietary language of the telephony system into one which the CRM system can understand.

Systems Integrators and consultants are useful as they speed up the deployment process. This is because they already have integration modules for major CRM vendors already in place. David also talks about the importance of management tie-in, on-demand and on-premise CRM, as well as the risks of shoddy integration.