What is Contact Center CRM?

A contact center performs the customer service function for organizations, assisting customers with inquiries from multiple service channels. Contact center CRM refers to the customer relationship management (CRM) application many agents use when serving customers. Contact center CRM systems store account information about customers as well as history of past purchases and contacts. This enables a better customer experience because agents are able to personalize interactions and refer to the system to understand what happened during past contacts.

Contact center CRM applications perform best when integrated with an organization's contact center software. This kind of integration brings additional capabilities that standalone contact center CRM systems don't have. For example, when CRM applications interface with telephony software, the system can match the incoming phone number to the CRM's database and "pop" the customer's information screen to the agent that takes the call. Integrations with contact center software also enable contact records, such as chat transcripts, to be automatically added to the contact center CRM system.

Contact center CRM systems and the cloud

The widespread adoption of hosted, cloud-based solutions has made integrated contact center CRM applications available to companies of all sizes, empowering them to deliver an exceptional customer experience. Companies such as Salesforce offer CRM systems that integrate seamlessly with NICE CXone contact center software through out of the box interfaces. Cloud-based solutions have changed the way customer support is delivered worldwide.

The proliferation of cloud technology has made integration between contact center CRM applications and contact center software much easier than it was in the past.

How NICE can help

NICE CXone is the market-leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. We offer pre-built integrations for several leading contact center CRM systems, including Salesforce, Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk and many more. CXone is a cloud-native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.