Top 3 Reasons You Must Use Call Center CRM Integration

The customer care and lead generation are two fundamental needs of any business and that’s the reason many businesses either have in-house departments or use the service of a 3rd party call center to carry out operations related to lead generation and customer care. For both of these activities, you need to use two most important solutions:
1. Call center software
2. CRM Solution

These two are individual solutions and often used as separate systems. Yes, there are some contact center solutions that have integrated CRM system, but generally this CRM is of very basic level. To use these two different systems as a single solution, you can use Call Center CRM Integration.

What is Call Center CRM Integration?

It is a service that integrates your call center software and CRM system in a way that you can use major functionalities of both of these solutions within a single sign on. It means the CRM data can be accessed and updated via your call center software and vice verse.
If you are using both of these solutions, but haven’t integrated them together, then read on to learn why you must use the call enter CRM integration:

1. It Increases Productivity

The performance of your agents or business developers is the defining factor of success. When you use two different solutions, they need to switch between these two solutions frequently. It actually wastes significant time of your resources. With CRM Call Center Integration, the agents will have all required features of both solutions within a single system, so they can perform more productively.

2. It Increases Customer Satisfaction

Your executives have to use call center software to make calls and need to access the CRM system to provide a personalized experience to the customer / prospect. The operations of lead generation and customer support needs to use these two systems frequently and that’s why the executives need to switch between these two solutions. Sometimes, it results in fumbles in speech or information. All these would create a bad user experience as well as the customers would lose trust on your brand. The Call Center CRM Integration will assure all required features of the call center software and CRM solution are available within a single window so the executive can have handy access to all functionalities and information they need to provide better user experience. This increases customer satisfaction remarkably.

3. It Provides Better ROI

A simple calculation you can make from above mentioned two benefits is the increased returns. When you save time, get more productivity and increase customer satisfaction, it will result in more revenues and return over investment.

Conclusion
The CRM Call Center Integration is a way to double the power of your CRM Solution and call center software. It bestows many benefits that will result in empowered operations and business.