In short: BT Cloud Voice CRM integration links your phone system to the software your team works in. There are three optional add-ons for Connect and Collaborate users: CRM Integrator, for click to dial, screen pop and call history; CRM Lite, for Outlook and Google Contacts; and Go TAPI, for TAPI 2.0 or 2.1 compliant business applications.
Why connect BT Cloud Voice to your business software
When the phone system and your customer records talk to each other, the first seconds of every call get easier:
- Screen pop. The caller is identified on the first ring and their record opens, so you can greet them by name.
- Click to dial. Call a number straight from a record, with no retyping and no misdials.
- Call history. Calls are logged against the contact, so the next person to speak to them can see what happened.
For sales teams, help desks and professional firms that handle many callers, this saves time on every call and makes service feel personal. The integration options are optional extras for users on the Connect and Collaborate feature packs. They are not available on Basic.
CRM Integrator, CRM Lite and Go TAPI compared
| Option | What it does | Works with | Suits |
|---|---|---|---|
| CRM Integrator | Click to dial, screen pop and call history, with the caller identified on the first ring | Windows desktop CRM applications; BT says it supports a wide range of CRM systems | Teams that live in a CRM or practice system |
| CRM Lite | A cut-down version of CRM Integrator for contact lookup and dialling | Contact directories such as Microsoft Outlook and Google Contacts | Smaller teams without a full CRM |
| Go TAPI | Passes call information to a TAPI-compliant application, which then provides the integration features | Business applications that support TAPI 2.0 or 2.1 (TAPI 3 is not supported) | Firms whose software vendor offers TAPI integration |
Compatibility depends on the exact application and version you use. We confirm it for your software before you order, rather than relying on a general list.
CRM Integrator in more detail
CRM Integrator is a desktop application that runs on the user's Windows PC and links BT Cloud Voice to supported Windows desktop CRM applications. When a call arrives, it matches the caller's number against your records and brings up the contact and their history. When you want to make a call, you click the number in the record.
It suits teams where most callers already exist in the CRM: account managers, customer service teams, recruitment consultants and similar. It is set up per user, and BT publishes a user guide covering installation and configuration.
BT publishes minimum PC specifications for CRM Integrator, covering the operating system, free disk space and, for voice calls, sound hardware. We check your PCs against BT's current list during planning.
CRM Lite for Outlook and Google Contacts
Not every business has a CRM. Many keep customer details in Microsoft Outlook contacts or Google Contacts. CRM Lite is a lighter version of CRM Integrator aimed at exactly that, so users can look up and dial contacts from the directories they already use.
It is a good starting point for small offices that want click to dial and caller identification without buying or configuring a full CRM. If you later adopt a CRM, you can move users to CRM Integrator.
Go TAPI for TAPI-compliant applications
TAPI (Telephony Application Programming Interface) is a long-standing Windows standard that lets software control and receive information about phone calls. Many specialist business applications, such as practice management, case management, booking and ERP systems, support it.
Go TAPI provides the bridge. It gives the business application call information from BT Cloud Voice, and the application then provides the integration features, such as screen pop or click to dial, in its own way. Points to check:
- Go TAPI supports TAPI 2.0 and 2.1 compliant applications
- TAPI 3 is not supported
- What the integration looks like is decided by your application, so ask its supplier which TAPI features it offers
Go TAPI is often the right route for professional firms whose practice software already supports TAPI; see BT Cloud Voice for accountants, solicitors and agencies.
Planning CRM integration with Forever Communications Limited
Forever Communications Limited, a BT Business Partner, plans CRM integration as part of your BT Cloud Voice design:
- We list the applications your team uses for customer and contact records, with versions.
- We check which of CRM Integrator, CRM Lite or Go TAPI fits each application, and confirm compatibility.
- We agree which users need it, and make sure they are on Connect or Collaborate.
- We set it up and test screen pop and click to dial with real records before your team relies on it.
CRM integration works well alongside call recording, the Receptionist console and the BT Cloud Voice app. It is priced per user as an optional extra, so ask us for a quote. Contact us to check your software.
Why buy BT Cloud Voice from Forever Communications Limited
Forever Communications Limited is part of Forever Group and a BT Business Partner. We supply, set up and support BT Cloud Voice for UK businesses, schools, charities and public sector organisations, from a handful of users to multi-site teams.
- A named partner who plans your numbers, call flows, user feature packs and handsets with you
- Number porting managed for you, timed to avoid downtime
- Connectivity checked first, so call quality is right from day one, with BT business broadband and BTnet available if you need it
- Help with the digital switchover, including alarms, lifts, card terminals and other analogue lines
- Training and ongoing support for the apps, Microsoft Teams integration, moves, adds, changes and faults
BT Cloud Voice is a business service. We do not sell consumer or home phone products.
Want a BT Cloud Voice quote for your business?
Tell Forever Communications what you need and we will come back to you by email with options, not a hard sell.
Contact usFrequently asked questions
Does BT Cloud Voice integrate with my CRM?
BT Cloud Voice offers CRM Integrator, which BT says supports a wide range of Windows desktop CRM applications, plus CRM Lite and Go TAPI. Compatibility depends on your exact application and version, so we confirm it before you order.
Which BT Cloud Voice licences can have CRM integration?
CRM Integrator, CRM Lite and Go TAPI are optional extras for users on the Connect and Collaborate feature packs. They are not available on Basic.
What is the difference between CRM Integrator and CRM Lite?
CRM Integrator gives click to dial, screen pop and call history with CRM applications. CRM Lite is a cut-down version that works with contact directories such as Microsoft Outlook and Google Contacts.
Does Go TAPI support TAPI 3?
No. Go TAPI supports business applications that are TAPI 2.0 or 2.1 compliant. TAPI 3 is not supported.
Does BT Cloud Voice CRM integration work on a Mac?
BT describes CRM Integrator and CRM Lite as connecting Windows desktop applications, and TAPI is a Windows standard. If your team uses Macs, tell us what software you use and we will check the options.