What is Call Center CRM?

Call center CRM applications become more powerful in the contact center when integrated with call center technology. This allows, for example, a CRM screen to automatically pop up for the agent when a call is sent to them. This improves efficiency and allows the agent to focus less on data entry and more on helping customers with their issues. Other possible features of integration include automatically adding contact records (from multiple channels) to the CRM system and producing tie backs to call recordings so they can be listened to from within the call center CRM application.

The proliferation of cloud technology has made integration between call center CRM applications and call center software much easier than it was in the past. Companies such as SalesForce offer cloud-based CRM solutions that integrate seamlessly and painlessly with call center technology, such as NiCE CXone. Integration is key to driving customer experience success in the contact center.