Call Center and CRM Solution Integration Benefits

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CRM Call Center Integration


CRM solution is one of the key ingredients for any company. The CRM, aka Customer Relationship Management solution provides all required tools and features for the company to keep logs of each customer lead as well as it provides advanced tools for:
  • ·         Lead management
  • ·         Sales team activity management
  • ·         Clear reports
  • ·         And other activities to support customer relationship management


In a nutshell, this is one of the must have solution for any company no matter what industry it belongs to.

Another important solution which a majority of the companies require is call center software or contact center software. This system can be used for inbound and/ or outbound calling to the leads. It can be used for:
  • ·         Customer care center
  • ·         Customer support center
  • ·         Sales center for lead generation and cold calling
  • ·         And many more similar operations


Both, contact center solution and CRM (Customer Relationship Management) are huge systems and play a major role in lead generation, conversion and nurturing for any company. Furthermore, these systems work in harmony with each other as the details of lead which are stored in the CRM system has to be projected in front of the agent who is calling to a lead and having a conversation using the contact center solution. This is important to provide personalized experience to the lead, which can be an existing customer or potential customer. Also, after completion of the call, it is vital to update the details of the related CRM record and put disposition of the call in the call center software.
As you might be sensing, switching back and forth between the CRM system and contact center solution would create multiple issues such as:
  • ·         Increased possibility of human errors in data recording
  • ·         Decreased agent productivity
  • ·         Decreased business or sales
  • ·         Decreased Returns over Investment


There are a few CRM Integrated call center software available in the market. However, these types of solutions miss vital features of either CRM system or call center software. The best solution is CRM Call Center software integration. You can integrate both, call center solution and CRM system for interworking without any conflict.

Key benefits of Call center and CRM solution integration:
  • ·         Single sign on, which means you can access required features of call center in the CRM system itself and vice versa
  • ·         Increased productivity of agents
  • ·         Cross record updating
  • ·         Better resource utilization
  • ·         Increased  Returns over Investment
  • ·         And many more

ElisionTechnolab LLP offers CRM and Call center software integration service for any CRM and contact center solutions, including, but not limited to,
  • ·         vTiger
  • ·         Zoho
  • ·         SugarCRM
  • ·         Custom CRM
  • ·         VICIDIal
  • ·         Custom contact center solution


To know more about the offered service, please visit http://www.elisiontec.com/crm-callcenter-integration/

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