What is a Contact Center CRM?

What is a Contact Center CRM?

CRM stands for Customer Relationship Management and is a software technology that helps businesses manage all their customer interactions and communications. Good communication is a vital cog in any business system. Every time a customer interacts with you, your brand image depends on their experience. For customer retention, you have to ensure it is a positive experience. For this, CRM systems are the way to go.

The contact center is a central point where the companies handle these interactions with clients across the ever-broadening means of communication. Contact Center CRM is the CRM system businesses use for their contact center. The contact center CRM assists the agents in customer service.

CRM vs. Contact Center Comparison: What’s the Difference?

The world is changing continuously as the digitalization era grows more and more, and along with it, the definitions of terms like CRM, call center vs contact center, and contact center CRM are also evolving. Some might consider CRM systems and contact center solutions independent technologies, while others prefer integrating these tools to deliver exceptional customer experiences and improve overall CX strategy.

CRM serves as a customer database, while the contact center solutions act as a central point and serve as a channel to interact with the customers. CRMs are usually your go-to back office tools. But standalone CRM systems or standalone contact center solutions are not replicable but also can’t function at total efficiency without the other. So it is essential to integrate these solutions into a unified version as a contact center CRM to optimize business processes better.

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What is CRM in a Contact Center?

CRM integrated with the cloud contact center solutions works best to streamline processes. This allows better and optimized customer experience and enables businesses to foster a positive relationship with the client. Contact center CRM manages data about previous and current customers and generates potential leads. Using this record, contact center CRM can tailor and personalize customer interactions.

This centralized contact center CRM database can provide the agent with a 360-degree view of the customer life cycle. Contact center CRM can be used to store clients’ account information along with their past orders, purchases, service requests, and other details. Whenever a customer calls the contact center, the agent can use the contact center CRM database to associate the number with the client’s details. Contact center CRM can also create chat transcripts, allowing the agent to enhance the customer’s experience further.

The Contact center CRM can be integrated with other third-party business tools and software, and the system can be used on a desktop and your mobile phone. This allows for improved productivity and efficiency. The integrated contact center CRM also provides a self-service option to the customers. Contact center CRM will enable businesses to give their customers more ease through real-time on-demand service.

The contact center CRM system also provides the company with appropriate management tools and real-time data access, which can optimize the business’s operations. The automation technology of the contact center CRM helps cut back labor time and costs. The saved time and money can be spent on other value-adding activities.

Why is CRM Important in Contact Centers?

A CRM system is critical in establishing a dynamic and successful contact center with the best features and benefits.

The contact center CRM means streamlined processes and optimized customer interactions. The sales and services become more efficient. As the right tool in the contact center’s personnel hands, contact center CRM helps forge a stronger relationship with the customer and enhance CX.  

The importance of contact center CRM lies in its ability to provide a superior customer experience. The contact center CRM enables real-time access to the centralized database and enhances interdepartmental collaboration, increasing employee accountability. The customer database, general query records, feedback, and chat transcripts help identify gaps and new product development. The contact center CRM increases sales. For example, the agents can handle pre-sales queries, order queries, purchase requests, after-sale services, and technical support more efficiently. 

his means the service quality is also improved. Reduction in manual labor with the use of contact center CRM also translates into saved up costs. The contact center CRM also makes up for better data management. We can easily say that contact center CRM drives up sales and builds up much greater brand loyalty.

What is the Best CRM for Customer Service?

Having the best contact center CRM for your business to flourish is essential. A contact center CRM most suited to your business style can help you gain the brand loyalty you need to improve customer retention.

To select the best contact center CRM, you must identify your business requirements and the role the contact center will play for your customers. After deciding on the type of contact center solution and the contact center CRM, you need to compare the CX, the user experience, features, pricing, and other benefits.

Some of the best contact center CRM are mentioned here.

  • Salesforce Service Cloud is a top-rated CRM for customer service. It uses the power of AI to drive up sales. It provides all up-to-date functionalities at a slightly lower price and has premium plans.
  • Zendesk for Service is suitable for small business needs and is one of the top picks for customer service.
  • Zoho customer service CRM has a user-friendly user interface and is very cheap. It is suitable for small businesses.
  • HubSpot Service Hub is a contact center CRM that excels in automation technology especially. Even though it has a free version, it is a bit expensive.

Are CRM and BPO the Same?

BPO stands for Business Process Outsourcing. It refers to outsourcing business processes to a third party. CRM is usually included in the tasks delegated to those third-party outsourced companies under BPO. By doing this, they can provide customer services to their clients all around the globe at any hour.

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