Major Features of CRM Integrated Solution

CRM (Customer Relationship Management) solutions are becoming necessary in call centers and similar businesses. Call centers usually use the best call center software. But, as customer demand and requirements are increasing day by day, it is not enough to use just a call center solution. Using a CRM system is inevitable. Using two standalone software solutions often cause some challenges and limitations, which hamper the productivity and growth of the business. Thus, it is necessary to have CRM as one of the features integrated into the call center software. There are two options to achieve this: 

  • CRM-integrated call center solution 
  • Call center CRM integration 

Both options are amazing and there are several advantages to using them. But, it is necessary to know about the important features that make these solutions so popular and useful. Let’s consider a call center solution that has an integrated CRM system into it. Let’s explore the top features that this system will have to benefit your business. 


1. Customer record management:

The first and foremost feature the software will have is excellent management of customer records. The call center software usually has a form like a module, which allows for storing some data of customers. This helps in managing customer records with some information. But, when a CRM is integrated into this software, more detailed information can be stored about a customer. This helps in keeping and presenting better insight into each client. Agents can study this information to use them better serve clients. Supervisors can choose the right automatic call distribution system or auto dialer system depending on customer type. 


2. CRM popup: 

The CRM integrated call center solution will show a CRM popup during a live call to the agent within the best call center software. The CRM popup will have vital information that can help the agent handle the call with the right context and high confidence. Personalization of the call is also possible with this system.

 

3. Data export/import facility: 

If you are using a standalone CRM system that is integrated with your contact center solution using call center CRM integration, then you will also have a data push facility. That means customer records can be imported from the CRM system to the call center software and vice versa. 


4. Change logs: 

During a live call or while working on admin tasks, agents are likely to make changes in the customer records depending on various factors such as changes in a subscription model, current discussions with clients, etc. Moreover, in a call center, multiple agents work on a single lead and they may change the customer records. Thus, the integration provides a facility to log the details of who made which change in the customer record. This often helps in rectifying discrepancies and improving transparency. 


Concluding notes 

These are the top features made available by a CRM integrated call center solution. There are several advantages of using this integrated system for any call center. iCallify offers a contact center solution with an integrated CRM system. You can also get integration of any CRM system with the software. To know more about this service, Contact us.

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