Call Center CRM Integration: Know This before Getting Started
Posted: Feb 24, 2019
Innovations help in introducing automation, which further helps in saving on resources and capital. One of the really interesting and beneficial innovations is call center CRM integration. If your business uses the call center software and CRM system, then it is highly recommended to get the call center CRM integration at earliest possible as there are many benefits of the same. However, before you approach a vendor to perform the integration of your call center solution with the CRM system, you must be aware of some facts. This will help in assuring that you get the best service as well as greater returns on your investment.
You need to choose the main sign on between call center solution and CRM system
The Call center CRM integration lets you access key feature of both systems within a single solution. It means you can get a pop up of the lead information fetched from the CRM system within your call center software to give personalized answers to the prospect or customer on the call. Also, the agent or executive update, delete or edit the details within the call center solution and the lead record will automatically get updated within the Customer Relationship Management (CRM) system. Another approach is to access the call center dialer within the CRM system. With the Call center CRM integration, one can get the click2call functionality within the call center system. Thus, once the agent or executive clicks on the lead, the call is generated via the integrate call center solution. The agent or executive can also see the call center dialer with following or more features:
- Call hold
- Call mute
- Call un-mute
- Call transfer
- Call forward
- Call recording start / stop
There can be more features than the above mentioned based on the need of an organization. The service provider can add as many features as one need. Moreover, the agent or executive can also add a disposition after the call.
As you can see, there are two approaches and you can get both, but it can be an expensive affair if you choose to go with both of these modes of access with the Call center CRM integration. The best approach is to choose any one of it and enjoy the abundant benefits brought with this integration. The choice can be made really easily. Where your team spends more time is the answer. For example, if the nature of your organization is a BPO or call center, accessing CRM features within the call center software would be the best approach. On the other hand, if you are a software development company or a digital marketing agency, then accessing features of the call center solution within the CRM software would be the best approach.
It is important to choose the primary sign-on option to assure you can discuss the clear expectation with your service provider and get the solution as per your expectations. It will further help in getting better ROI.
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