Call center solution is a complete software solution, which is used by thousands of companies and businesses. The call center industry occupies more than 50% of the shares of companies using this software. In fact, this software was made for the call center industry, which is why it is called call center software or a contact center solution. However, now it is used by all industries.
With various innovations in this industry, there are many revolutionary changes brought in the call center technology to make it an even advanced solution. One of the advancements is call center integrations. A technology company can integrate various third party or open source APIs, solutions, systems, etc. into the call center solution to provide a more powerful and integrated solution.
There are many well known custom call center integrations available in the market. Out of all of them, call center CRM integration is the most important one. That is why it is the most used one as well. If you are using a contact center solution, but you have not yet integrated a CRM system into the call center software with call center CRM integration, then read ahead. It is necessary for you to learn about the importance of CRM call center integration.
Usually, call centers run either customer support centers by attending incoming customer calls of concerns or they run outbound calls to generate leads and convert them to increase sales. In both or any other case, the CRM integrated call center software is beneficial. Let me share how by taking an example of the two major operational areas of contact centers.
1. For customer care
When a customer calls to get support related to his or her query, this integrated solution can help in achieving First Call Resolution (FCR) within the minimum possible call duration. Not only this, but it also helps in making customers feel valued and important. This definitely increases customer satisfaction and loyalty.
When a call gets connected, this integrated solution shows a CRM popup to an agent with all information related to the customer. This CRM pop up gets shown within the call center software, but the information gets fetched from the CRM solution. This helps the agent personalize his greetings and responses. Moreover, the agent will have all the information related to the customer in front of him such as buying history, previous issues, information of the last call, etc. All of this will help in increasing customer satisfaction.
2. For lead generation and sales
Similar to customer care campaigns, this integrated solution also helps in improving the results of the sales and lead generation campaigns. It shows the past buying history, customer personal details, the conclusion of previous calls, etc. This information can help agents to learn more about the prospect on the other line and help him make the buying decision within less time. This not only helps in making the first sales, but also helps in increasing revenues with effective cross selling and up-selling.
Similar to these two, the call center CRM integration based solution helps in multiple ways to the call centers in improving results and each call center must use this integrated solution.
Author works in a company that offers call center CRM integration for different solutions such as VICIDial vTiger integration, VICIDial Salesforce integration, VICIDial Zoho integration, VICIDial SugarCRM integration, etc.