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Call Recording & Speech Recognition
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Global Numbers and Porting
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Maximize revenue with intelligent dialers and workflows
Delight customers with custom routing and automation
Seamlessly handle multiple clients and scale with ease
It’s hard to imagine a present-day business without a customer relationship management (CRM) system—a constantly evolving data archive that contains information on past, current, and potential customers. For call center companies, the CRM not only provides access to each client’s account and interaction history, but can also be used to automate agent routine and organize data intelligently. Closely working with a CRM system, therefore, allows for an improved customer experience and a more cost-effective operations model.
For a call center agent, a call isn't simply a conversation on the phone. Most of the heavy lifting goes on behind the scenes: fetching relevant client information, keeping it up-to-date, checking previous interaction history, and leaving notes based on the call outcome. All this data is reflected and stored in the customer relationship management (CRM) system.
If your call center software of choice does not support CRM integration, the described pre- and after-call work time increase dramatically, with the possibility of compromising sales and customer service.