2 min
Level: Beginner
Are you aware of the differences between CRM and contact centre software? In this article, we explain what they are and how they complement each other.
WHAT IS CONTACT CENTRE SOFTWARE?
Contact centre software is used by customer service departments to communicate with customers.
These tools allow you to send and receive calls, emails, chats, WhatsApp messages and video calls.
WHAT IS A CRM?
CRMs (Customer Relationship Management) are tools used to manage customer data.
They contain personal details of leads, prospects and existing customers, as well as their contract information: what services/products they have, payment history, contract terms and more.
This information is typically managed by marketing, sales and customer service teams.
WHEN SHOULD CONTACT CENTRE SOFTWARE BE INTEGRATED WITH A CRM?
Customer service teams need both solutions: one to send and receive calls, messages or video calls, and the other to provide them with customer data.
That’s why both programmes are integrated to optimise and streamline the tasks agents perform before, during and after a call.
Once both systems are integrated, you’ll be able to:
- Synchronise customer data and interaction history with customer service.
- Answer, record, route, and classify calls without leaving the CRM.
- Automate CRM profile lookups to identify the caller.
- Call a customer directly from their CRM profile.
- Store call records in the customer’s profile.
- Generate much more comprehensive reports by cross-referencing information from both solutions.
HOW ARE THE TWO PROGRAMMES UNIFIED?
Integrations between contact centre software and CRM can be achieved through APIs or plug-ins.
APIs allow for more scalable and customisable integration but require advanced technical skills to install and update.
Plug-ins, on the other hand, are easy to install but less scalable and customisable as they are designed for specific purposes and rarely adapt to the needs of the business.
WHICH COMPANIES CAN BENEFIT FROM INTEGRATION?
Any company that serves customers or prospects and already uses a CRM, regardless of size or sector: from small government offices or law firms to banks, contact centres or BPOs.
DO YOU NEED CONTACT CENTRE SOFTWARE THAT INTEGRATES WITH YOUR CRM?
Our customer service software integrates with major CRM software, and we have a dedicated development team that is constantly improving our integrations.
Would you like a free demo or custom development? Call us now on +34 900 670 750 or chat with us on our website.
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