What is click-to-call and how does it work?
Click-to-call is a feature that initiates a phone call by clicking directly on a link or button, on a website, in an email or in an app. There are two approaches: a simple link in the format tel:which opens the phone application on the user's device, and a fully integrated solution where the central system connects the caller via VoIP (internet telephony) directly in the browser without needing to use a physical telephone.
In the integrated solution, the website or application communicates with the PBX via an API (interface for connecting systems). The exchange then initiates the call and connects both parties.
How does click-to-call help a company?
Click-to-call reduces the friction between a customer's intention to call and actually making the call. Every extra step, writing down the number, opening the phone app, lowers the likelihood that the customer will call at all.
- Website and landing page - The "Call us now" button connects visitors directly to the sales department.
- Email signature - a clickable number shortens the path to a call
- CRM integration - The salesperson initiates the call directly from the customer's card, and the conversation is automatically recorded.
- Mobile website - a clickable phone number on a smartphone is a standard expectation for visitors
Connecting click-to-call with a virtual PBX
Advanced integration connects a web form or CRM directly to the PBX via API. The exchange can then automatically assign the call to the appropriate salesperson, place it in a queue, or launch an IVR (voice menu). Callers generally do not incur charges; the call is billed to the company's account.
Monitor which pages your click-to-call calls originate from, this will help you identify which sections of the website generate the most enquiries. On virtualni-ustredna.cz, the click-to-call API can be activated without needing a programmer.
Frequently Asked Questions
Is click-to-call secure? Can't a bot misuse it?
Fully integrated click-to-call solutions connected to the central server can be secured by verifying the caller's identity or protecting against automated requests. A simple tel: link offers no protection and can be misused.
Does click-to-call work on mobile phones too?
Yes. Tapping a number in the format tel: on a smartphone automatically opens the phone app. This is the simplest form of click-to-call and works without any special integration.