Workforce Optimization Software Featured Article

Time to Integrate CRM and Contact Center

September 06, 2017
By Maurice Nagle - Web Editor

The contact center has long served on the front lines of customer service. Tasked with providing exceptional service and building customer loyalty, when selecting a CRM or contact center solution, this is far more than a “plug-and-play” or “turnkey” type scenario. In order to see true contact center success, each component at play – agents, contact center technology, management, CRM and more – must be working in concert to not just support the omnichannel demands of the modern, digital customer, but do so in a seamless and contextual way.


Plain and simple, at the heart of contact center technology are two primary systems – CRM and contact center solution. Unfortunately, far too many firms are missing the boat, and still exist in a siloed reality of yesteryear, instead of embracing the digital transformation taking place in customer experience and the contact center. From telephony, routing, IVR and outbound dialing, to workforce optimization and CRM, all these systems must function in unison to empower agents and kick customer service up a notch or two.

Much like Voltron, when these systems are integrated, potential is limitless. Sure, integration may seem like an overwhelming and head scratching affair, but it doesn’t have to be. An upcoming webinar will walk attendees through how to supercharge customer service by aligning CRM and contact center. The event will cover the many benefits of integrating contact center solutions and CRM; various integration options as well as how to handle obstacles along the path of integration.

Moderated by yours truly, Senior Product Marketing Manager at inContact Brian Spaetz will join me on September 20th at 2pm EDT for “Supercharge Your Customer Experience – Aligning CRM and Contact Center.”

Are you ready to supercharge your customer experience?




Edited by Mandi Nowitz



Article comments powered by Disqus


HOME