Call Center CRM Integration Flourishes Businesses with Omnichannel Communication
Posted: Apr 25, 2018
CRM solution and call center software are two different solutions that are two fundamental systems that has to be in place in any business that provides customer care or support services or have a sales team that uses telesales as one of the lead generation activities. There are some call center solutions that have integrated CRM solution. However, this CRM system has only basic features for lead management. It can’t support advanced CRM features such as automation.
The solution is Call Center CRM Integration. This integration will connect both, CRM and call center solutions so you can use it seamlessly. The CRM Call Center Integration will flourish your business by strengthening communication and management.
Let’s see, 5 major benefits of the Call center software and CRM solution integration that will let you provide omnichannel customer service.
1. Streamlined operations
The Call Center CRM integration will not only connect two systems, but it will also synchronize data between two systems. Furthermore, this integration will provide flexibility to use both, CRM solution and call center software within a single screen. The data updated in one system will be reflected in another as well. This will keep all systems updated in real-time.
2. Increase efficiency and productivity
The call center software will provide an easy to use interface to agents and other customer care staff. On the other hand, the integrated CRM solution will work as an integral module of the call center software. The agents can use both systems at the same time. The staff will not need to update the information in both systems. Updates in the one system will be reflected in the other solution. All these features will save a lot of time of the staff. This will increase productivity. Also, by decreasing workload and automating certain tasks the efficiency and accuracy of the staff can be improvised.
3. Personalized communication
The Call Center solution will pop up the script and integrated CRM solution will provide all information related to the customer or prospect. The agent or customer support executive will know the customer journey, his preferences, etc. based on the CRM data, last call disposition and other advanced features. This will help agents to provide personalized information to the clients.
4. Improve customer satisfaction
CRM Call Center Integration will combine the customer care features. This will empower the customer care department to provide better quality of service. For example, the skill based routing will handover call to the agent with the most skills to resolve the concern or provide answers immediately. The CRM software will help in providing a personalized experience. This will improve customer satisfaction.
5. Increased Revenues
The CRM Call Center Integration will provide all features to provide omnichannel customer support and perform result oriented lead generation campaigns. This will increase customer loyalty and business that will result in increased revenues.
There are many experts that provide seamless Call Center CRM integration for any custom or open source solutions. You must use this to leverage above mentioned and many other pros of CRM Call Center Integration.
Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.