According to a recent Cisco poll, integration, particularly with CRM systems, is one of the top goals for contact centers.

By 2021, two out of three businesses will have begun integrating their contact center systems with CRM and other enterprise software.

By integrating, you might avoid mistakes like failing to update contact information or losing track of relationships across platforms. Additionally, agents no longer have to fuss with toggling between several screens to access consumer data because everything is available to them on a single interface.

What is CRM?

CRM stands for Customer Relationship Management. The sales and inside sales teams use sales CRM from lead generation to contract to close. Support CRM, on the other hand, is utilized by the customer service team for the post-sale process.

These CRM have customer issue or complaint data, account information, and lead/customer data (in the case of service CRM). The ability to track consumer interactions with call representatives is beneficial for organizations. To help customers during calls, contact center staff members have access to this data. Contact centers can enhance client connections and satisfaction with the use of such software. Your customer service agents can access previously reported issues, open tickets, etc. by installing a CRM system in your contact center. Additionally, they can monitor calls made, emails sent, and any escalated issues.

So, what is the Contact Center CRM?

Contact center CRM is an integrated solution between the contact center and CRM right on one software, allowing to retrieve and manage customer information when interacting from many communication channels such as voice/video, SMS, chat, email, Facebook, Zalo,...

Integrating CRM with Contact Center Software can drive your contact center to ultimate customer experience success. Such integration connects every application with your CRM. It allows a smooth flow of data between the applications. Your employees use these data to perform better. In simple words, your contact center software should integrate with any CRM. And, if it does not, find the suitable one that integrates with your contact center software. 

>>> Read more: What is a contact center?

The Role Of CRM In A Contact Center

Businesses can synchronize all customer data from the contact center with the CRM; this data is constantly required for a firm to do analysis and, as a result, uncover business prospects with customers. All client data will be synchronized and saved in a single program, which enables businesses to better personalize the customer experience.

A contact center with CRM integration can help companies manage clients, listen to customer feedback, and conveniently manage their company's position in the past, present, and future.

It also reduces the price and usage of overlapping and inconsistent application software that fragments data across numerous platforms. On a single system, it assists firms in synthesizing data and analytics and reviewing the history of multi-channel client interactions.

Why Should Businesses Integrate CRM With Contact Center Software?

The data is used to direct customers to the most qualified agent through the integration of CRM with your contact center software. It directs the call to the employee who can help your customers' problems the most. The agent receives pertinent client information from such integration. 

To answer the questions, they require this. Executives in charge of customer relationships do not have to use multiple screens. It would be difficult to manage the enormous volume of client data without such a connection. These specifics might also be forgotten or lost.

Currently, all CRM software opens APIs so that businesses can connect and integrate directly with the Contact Center system. Thereby helping businesses optimize their telesales operations and processes as well as multi-channel customer care activities:

• Multi-channel interaction on a single software: All popular communication channels of enterprises (hotline, website, Zalo OA, Inbox, SMS, live chat, email, ...) are merged and automatically push to the enterprise's CRM, and at the same time divided it for telesales staff to receive and take care of customers right on that CRM software. This saves time and optimizes telesales' work performance when employees can respond to customers as quickly as possible, avoiding missing customers.
• Increase the efficiency of contact center operations: All information about customers is stored on the system and displayed when customers contact the agent from any contact channel, thereby helping the agent understand the customer's profile. , convenient for multi-channel interaction with customers
• Intelligent interactive distribution (ACD): Applying the ACD algorithm, all interactions from customers (chat, Facebook, Zalo, email, voice/video call,...) will be distributed to the right employees. with the fastest time. In addition to traditional allocation in the order of 1, 2, 3, 4, 5,..., ACD allocation algorithms will help minimize customer waiting time thanks to the interactive allocation feature to arrive. the right staff with the right skills, meet the agent in charge, meet the nearest agent,...

Benefits Of A Contact Center Integrated With CRM

Integrating CRM with contact center software brings many benefits to your business. The integration extends the value of your customer relationship management. Apart from this, it improves your relationship with the customers. Also, drives up sales, profit, and revenue.

Some other Significant Benefits of Integrating CRM with Contact Center Software Include:

Enhance Your Call Agents’ Productivity

Driving dialogues ought to involve your call representatives. The leads must be their focus. Utilizing your human resources as effectively as feasible is made possible via CRM integration. It offers a smooth transfer of data. As a result, your representatives are on the phone longer. For customer service representatives, it involves responding to customer concerns immediately while keeping track of recent issues or tickets without attempting to dig them up. Customers do not have to wait any longer because everything is in motion.

Pop-Up: When there is an incoming call, all guest information will be displayed immediately on the working screen, thereby helping staff to have full customer data and history. Customers do not need to introduce themselves or repeat their stories, employees still have enough information to solve customers' needs quickly, improving customer satisfaction.

Boosts Cross-selling & Up-selling

Agents can better grasp the demands of the consumers by integrating CRM with contact center software. They are aware of potential cross-selling and upselling opportunities as well as future requirements. Agents can use the data to increase the effectiveness of their outbound calls. They can provide customers with a tailored experience.

Lead to Customer Satisfaction

Customer happiness is crucial to your business's growth. By figuring out the wants and needs of your clients, you can develop significantly. CRM connectors make everything customer-focused clear to you. Your call agents can provide the best possible service to consumers by having access to their history on a single screen.

Sectors Applying Contact Center With CRM Integration 

Besides, with the demand for multi-channel interaction of customers as well as the management of multi-channel interactions of enterprises is increasingly popular, the solution for integrating contact centers and CRM is also widely applied to many fields. Different sectors and businesses:

• E-commerce, retail
• Finance - Banking
• Insurance
• Stock
• Real estate
• Medical
• Auto and Moto

Final Thoughts 

Cloud phone systems and CRM interfaces make it simpler than ever for sales teams to get the crucial data they need to deliver outstanding customer service and close more transactions. Sales teams can choose what goods and services to give consumers, when and how to contact them, and how to effectively serve them if they have correct customer data at their fingertips.

StringeeX’s contact center can integrate with CRM to sync and display customer information from multiple channels. Besides, our software also includes many helpful features like omnichannel communication, analysis, and reports. For further information, please contact us to get advice.