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4 Ways Integrating your CRM within your Contact Centre can Improve Customer Satisfaction - IPscape - ContactCenterWorld.com Blog

4 Ways Integrating your CRM within your Contact Centre can Improve Customer Satisfaction

As a business leader, you understand the importance that satisfied customers are to your business. Satisfied customers will not only spend more, they will purchase more often, will generate positive word-of-mouth and referral sales, and will have a decreased barrier to purchasing. Additionally, there are internal benefits of happy and engaged employees.

What methods can you use to improve customer satisfaction within your call centre operations? Follow our 4 tips to improve revenue within your business:

1. Deliver personalised interactions

By integrating your Customer Relationship Management (CRM) with your cloud contact centre, you can deliver a more personalised service by instantly knowing who is calling, their past caller history and other pertinent information to create a more personalised interaction.

Callers can be routed to the most appropriate agent based on their profile and previous caller activity.

2. Omni-channel approach

The rise of social media and digital channels has led to a move away from straight phone calls for call centres. Todays contact centres can handle multiple channels such as phone, emails, social media, SMS and webchat – the customer’s channel of choice. Integration of CRMs enable customer service representatives to view the channel which the customer has contacted the organisation and potentially interact with them via that channel, if it is their preferred method.

3. Create a more efficient way of communicating

Screen pops display information to the agent about the person calling, in real-time. On average, call centres who utilise screen pops, experience a reduction in their Average Handling Time (AHT) of 5 – 30 seconds. This creates significant costs savings for the contact centre.

4. Single source of customer data

All interactions can be tracked and recorded in the CRM if it is properly integrated. The customer journey, links to call recordings (call outcomes, call duration, call notes) can all be inputted into the CRM. This implementation provides a single source of truth for customer data and closes the loop on the customer journey

ipSCAPE can integrate with almost any cloud CRM like SalesForce, ZenDesk and ServiceNow.

For more information about how to increase customer satisfaction within your business, contact ipSCAPE.

Source: https://www.ipscape.com.au/cloud-contact-centre/4-ways-integrating-your-crm-within-your-contact-centre-can-improve-customer-satisfaction/

Publish Date: September 10, 2018 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from IPscape

Recent Blog Posts:
4 Ways Integrating your CRM within your Contact Centre can Improve Customer SatisfactionSeptember 10, 2018 5:00 AM
The Critical Role that CTI & Smart Call Routing Play in Increasing Customer SatisfactionAugust 31, 2018 5:00 AM
Five Steps to Move your Contact Centre to the CloudAugust 22, 2018 5:00 AM
Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers?July 9, 2018 5:00 AM
How to Predict the Future using WFMMay 9, 2018 5:00 AM
Three Ways Inbound Call Routing can Improve Customer Service & Increase SalesApril 5, 2018 5:00 AM
Will Australian Call Centres Be Taken Over By Robots?October 12, 2017 5:00 AM
Customer Experience Management – how important is Omni-channel?March 30, 2016 5:00 AM

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