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Seven reasons brands should be unifying CRM contact centers

Using a CCaaS platform that integrates with your CRM system offers seven significant benefits for your brand, let’s review them.

Agents working in unified contact centers can communicate and share digital information across different channels
Agents working in unified contact centers can communicate and share digital information across different channels

1. Data Reliability

A CRM integration facilitates a connection between two entirely independent data sets. Linking a first-generation cloud contact center with your CRM helps create smoother experiences.


2. Flexible Customer Service

In today’s world agility is the most important driver for growth. The ability to scale customer support operations fast and effectively is another key benefit of integrating your contact center with your CRM.


3. Improved Customer Understanding for Better Support

Cloud contact centers and CRM integration allows for agents to have access to all of the client data in your CRM before they even start speaking with a customer through real-time data flow between your CRM and your contact center. This is important, as your customer don't have to endure an awkward wait on the phone as your agent searches through multiple screens for the data they need, thus enhancing customer experience.


4. Seamless interaction and communication

Agents working in unified contact centers can communicate and share digital information across different channels - email, chat, social media and phone. Through cloud based CC agents can service customers via the app, agents can also speak with them via in-app audio calls and request that they share a snapshot of the issue they are contacting about.


5. Capturing feedback

Agents can make notes during client contacts for later use, but they are still free to concentrate on the customer as the event journey is automatically mapped and digital media is added to the CRM record in the background.


6. Decreasing average handling time

Manually transferring data from your contact center platform to your CRM doesn't have to take up valuable agent time. Instead, they may process customer care requests fast, providing assistance to more clients in a shorter amount of time, decreasing your average handling time, and improving your CSAT rating.


7. Security of data

Last but not the least, CRM contact center unification also offer the advantage of being more secure thus enhancing compliance and privacy.


Cloud based contact center adoption is on the rise and it is offering businesses a great opportunity to service customers who long for a better and faster way to find solutions. CRM contact centers offer an ideal way to take away the frustration from tedious, contextless interactions offering a fresh, innovative approach.


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