VoIP (Voice over Internet Protocol) phone systems make and receive calls over the internet instead of traditional phone lines. On their own, they’re flexible and easy to manage. Connected to your CRM or case management system, they become far more useful: every call can be logged, linked to the right record, and reported on without anyone typing it in.
What a VoIP integration can do
- Click to call: start calls directly from a contact, lead, or matter record.
- Screen pops: show the caller’s record automatically when the phone rings.
- Automatic call logging: record calls, durations, and outcomes on the right record.
- Recordings and transcripts: attach them to records where your policies allow.
- Routing: send calls to the right person or queue based on data in your system.
- Reporting: measure call volume, response times, and outcomes alongside the rest of your data.
Common VoIP platforms
Popular options include RingCentral, Five9, Nextiva, Vonage, and many others. Most offer ready-made integrations with major CRMs such as Salesforce. Out of the box, these connectors handle common needs. Custom integration fills the gaps when your process, data model, or reporting goes beyond what the standard connector supports.
What to plan before you integrate
- Which records should calls attach to? Leads, contacts, cases, or matters, and what happens when a caller matches more than one.
- What should be logged automatically? Decide which details are captured and which users enter themselves.
- Recording and consent rules. Confirm the recording and notification requirements that apply to your business and the states you work in.
- Who sees what? Set permissions for recordings, transcripts, and call history.
- How will you measure success? Define the reports you want before the integration is built.
Connecting calls to outcomes
The most valuable integrations don’t just log calls. They connect them to results. For law firms, that means linking a marketing call to the intake it created and the case it became. We built exactly that for a firm that wanted to connect every marketing call to a case in Litify.
Planning a phone system integration? Learn about our Salesforce integrations and Litify integrations.
Frequently asked questions
What is VoIP?
VoIP, or Voice over Internet Protocol, is technology for making and receiving phone calls over an internet connection instead of traditional phone lines.
Can VoIP integrate with Salesforce?
Yes. Many VoIP platforms offer Salesforce integrations for click-to-call, screen pops, and automatic call logging, and custom integrations can extend them further.
What should we plan before integrating VoIP with our CRM?
Decide which records calls should attach to, what gets logged automatically, recording and consent rules, permissions, and the reports you want to measure success.
