Take a moment and think of all the great tools and technologies you use on a daily basis that are so well integrated that you don’t even think about it. Perhaps it’s the GPS in your car. Or watching TV on your phone. Or communicating with someone over your game console. These powerful pairings help you get information quickly without using multiple devices – they also respresent some of the greatest seamless integrations out there today. Wouldn’t you agree?
Unfortunately the story is not the same when it comes to contact centers and customer relationship management (CRM) solutions. In fact, given all of the business and customer service benefits of tighter integration, only a 1/3 of today’s contact centers are fully integrated with a CRM application. That’s like trying to use all of the tools mentioned above when they were standalone solutions.
Integrating the Contact Center and CRM
Now’s the time to realize the benefits of a fully integrated contact center and CRM approach. Integrating the contact center with customer relationship management (CRM) software offers many benefits, including:
- A rich and personalized customer experience
- A single unified user interface
- Considerable time savings that lower costs and boost agent efficiency
Just like some of our all-time favorite favorite duos like peanut butter and jelly or batman and robin, the unity of powerful information across contact centers and CRM just makes sense.
If you’d like to learn more, check out the on-demand webinar from Genesys and market research leader Frost & Sullivan titled, When CRM Meets the Contact Center—Improving Business Outcomes End to End. This informative webinar features Analyst Melanie Turek, Vice President, Research, Enterprise Communications & Collaboration, Frost & Sullivan, and covers the following areas:
- A high-level view of a modern contact center
- Discussion on the rapidly changing needs and expectations of today’s customers
- Detailed benefits of integrating CRM and contact center systems, especially for mid-size organizations
- An outline of best practices for success
Are you ready to get more out of your contact center and CRM integration? Watch and learn how these two powerful solutions are better together – and see how they can become a dynamic duo that you can rely on!