{"id":48668,"date":"2024-03-05T16:09:28","date_gmt":"2024-03-05T15:09:28","guid":{"rendered":"https:\/\/enreach.es\/?p=48668"},"modified":"2024-03-04T16:12:01","modified_gmt":"2024-03-04T15:12:01","slug":"crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/","title":{"rendered":"CRM vs. contact centre software: Where does one end and the other begin?"},"content":{"rendered":"<h5 style=\"font-weight: 400;\"><strong>Level:<\/strong> Beginner<\/h5>\n<p style=\"font-weight: 400;\">Are you aware of <strong>the differences<\/strong> between CRM and <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">contact centre software<\/a>? In this article, we explain <strong>what they are<\/strong> and <strong>how they complement each oth<\/strong>er.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>WHAT IS <span style=\"color: #ac96ff;\">CONTACT CENTRE SOFTWARE<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Contact centre software is used by customer service departments <strong>to communicate with customers<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">These tools allow you to <strong>send and receive calls, emails, chats, WhatsApp messages and video calls<\/strong>.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>WHAT IS A <span style=\"color: #ac96ff;\">CRM<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">CRMs (Customer Relationship Management) are tools used to <strong>manage customer data<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">They contain personal details of <strong>leads, prospects and existing customers<\/strong>, as well as their contract information: what services\/products they have, payment history, contract terms and more.<\/p>\n<p style=\"font-weight: 400;\">This information is typically managed by <strong>marketing, sales and customer service<\/strong> teams.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>WHEN SHOULD <span style=\"color: #ac96ff;\">CONTACT CENTRE SOFTWARE<\/span> BE INTEGRATED WITH A CRM?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Customer service teams <strong>need both solutions<\/strong>: one to send and receive calls, messages or video calls, and the other to provide them with customer data.<\/p>\n<p style=\"font-weight: 400;\">That&#8217;s why <strong>both programmes are integrated <\/strong>to optimise and streamline the tasks agents perform before, during and after a call.<\/p>\n<p style=\"font-weight: 400;\">Once both systems are integrated, you&#8217;ll be able to:<\/p>\n<ul>\n<li>Synchronise <strong>customer data and interaction history<\/strong> with customer service.<\/li>\n<li><strong>Answer, record, route, and classify calls<\/strong> without leaving the CRM.<\/li>\n<li><strong>Automate CRM profile lookups<\/strong> to identify the caller.<\/li>\n<li><strong>Call a customer directly<\/strong> from their CRM profile.<\/li>\n<li>Store <strong>call records<\/strong> in the customer&#8217;s profile.<\/li>\n<li><strong>Generate much more comprehensive reports<\/strong> by cross-referencing information from both solutions.<\/li>\n<\/ul>\n<h2 style=\"font-weight: 400;\"><strong>HOW ARE THE TWO PROGRAMMES <span style=\"color: #ac96ff;\">UNIFIED<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400;\"><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/integrations\/\">Integrations between contact centre software and CRM<\/a> can be achieved <strong>through APIs or plug-ins<\/strong>.<\/p>\n<p style=\"font-weight: 400;\"><strong>APIs<\/strong> allow for <strong>more scalable and customisable integration<\/strong> but require <strong>advanced technical skills<\/strong> to install and update.<\/p>\n<p style=\"font-weight: 400;\"><strong>Plug-ins<\/strong>, on the other hand, <strong>are easy to install but less scalable and customisable<\/strong> as they are designed for specific purposes and rarely adapt to the needs of the business.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>WHICH COMPANIES CAN <span style=\"color: #ac96ff;\">BENEFIT<\/span> FROM INTEGRATION?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Any company that <strong>serves customers<\/strong> or prospects and <strong>already uses a CRM<\/strong>, regardless of size or sector: from small government offices or law firms to banks, contact centres or BPOs.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>DO YOU NEED <span style=\"color: #ac96ff;\">CONTACT CENTRE SOFTWARE<\/span> THAT INTEGRATES WITH YOUR CRM?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Our customer service software <strong>integrates with major CRM software,<\/strong> and we have a dedicated development team that <strong>is<\/strong> <strong>constantly improving our integrations<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">Would you like a free demo or custom development? Call us now on <strong>+34 900 670 750<\/strong> or chat with us on our website.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":7,"featured_media":48666,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5143,5257,5161,3113,5144,3219,5280,5163,5238],"class_list":["post-48668","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-atencion-al-cliente-en","tag-automatizacion-en","tag-call-center-en-2","tag-call-center-en","tag-contact-center-en-2","tag-crm-en","tag-crm-en-2","tag-cx-en-2","tag-productividad-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES<\/title>\n<meta name=\"description\" content=\"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.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"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.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2024-03-05T15:09:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Product User\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Product User\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\"},\"author\":{\"name\":\"Product User\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"headline\":\"CRM vs. contact centre software: Where does one end and the other begin?\",\"datePublished\":\"2024-03-05T15:09:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\"},\"wordCount\":405,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png\",\"keywords\":[\"atenci\u00f3n al cliente\",\"automatizaci\u00f3n\",\"call center\",\"call center\",\"contact center\",\"CRM\",\"CRM\",\"CX\",\"productividad\"],\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\",\"name\":\"CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png\",\"datePublished\":\"2024-03-05T15:09:28+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"description\":\"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.\",\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png\",\"width\":1920,\"height\":1080},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CRM vs. contact centre software: Where does one end and the other begin?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\",\"name\":\"Product User\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"caption\":\"Product User\"},\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/enreach-product-usr\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES","description":"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.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/","og_locale":"en_US","og_type":"article","og_title":"CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES","og_description":"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.","og_url":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/","og_site_name":"Enreach ES","article_published_time":"2024-03-05T15:09:28+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png","type":"image\/png"}],"author":"Product User","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Product User","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/"},"author":{"name":"Product User","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"headline":"CRM vs. contact centre software: Where does one end and the other begin?","datePublished":"2024-03-05T15:09:28+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/"},"wordCount":405,"image":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png","keywords":["atenci\u00f3n al cliente","automatizaci\u00f3n","call center","call center","contact center","CRM","CRM","CX","productividad"],"articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/","url":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/","name":"CRM vs. contact centre software: Where does one end and the other begin? - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png","datePublished":"2024-03-05T15:09:28+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"description":"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.","breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2024\/03\/mujer-joven-empresaria-hablando-movil-en-una-cafeteria.png","width":1920,"height":1080},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/crm-vs-contact-centre-software-where-does-one-end-and-the-other-begin\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"CRM vs. contact centre software: Where does one end and the other begin?"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4","name":"Product User","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","caption":"Product User"},"url":"https:\/\/enreach.es\/en\/blog\/author\/enreach-product-usr\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/48668","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=48668"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/48668\/revisions"}],"predecessor-version":[{"id":48669,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/48668\/revisions\/48669"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media\/48666"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=48668"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=48668"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=48668"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}