CRM Integration and Why it’s Crucial

Teams Contact Centre CRM Integration

Many technology vendors have been focused on developing contact centre software that integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics. With this focus, many contact centres now have capabilities that range from screen pops based on customer phone numbers, email addresses etc., through to API integration to create new contacts, update existing records and so on.

Reporting and analytics to manage contact centre and back-office performance includes business outcome and real-time and historical management information, inbound and outbound, omnichannel.

If done well, a CRM integration can ensure that you meet the individual expectations of customers who make contact via multiple channels and need fast, relevant answers. It brings together all the channels and data in a single view, to enable advisors to deliver efficient, joined-up customer service.

Integrating your CRM and contact centre software extends the value of your CRM data. You can use that data to route customers to the agent who can best resolve their issue and give that agent the relevant information they need to successfully handle the interaction. Conversely, mapping your contact center interaction data to your CRM system builds a more holistic view of your customers’ journey so you can make better business decisions. 

A tight integration between your contact centre software and CRM system enhances the business value of both systems, helps you enhance your customer experience, boosts your agent productivity and empowers more informed decision making across your business.

CentrePal is a complete contact centre suite that allows seamless integration with industry leading CRMs to aid in improving your organisation’s contact centre and your customers’ overall experience. Get in touch today and learn more.