In this definition...
Contact center CRM tools, or call center CRM tools, help businesses with call centers manage their interactions and relationships with leads by storing contact data and providing calling or messaging strategies for the contact center. Call centers have high volumes of calls and lead conversations to manage; CRM solutions allow organizations to automate the lead tracking and nurturing process within call centers.
Contact center CRM is software specifically designed for organizations that have one or multiple contact centers, with agents who make outbound calls to and receive inbound calls from leads. A CRM tool for call centers uses features such as voice services and lead tracking to help agents and administrators easily make calls from a device and manage ongoing relationships with leads.
During a call, an agent views the customer’s data in a window on the CRM dashboard. This data can include contact information like email addresses and previous conversation records. Typically, an agent can edit the customer window during the call with any new information they’re provided with, such as time frames or level of interest.
Contact center CRM software often includes these features:
For businesses that have call centers, contact center CRM solutions provide the following benefits.
Lead features are specifically designed for call agents and their managers. Context from past conversations with a lead allows agents to jump directly into assisting them, without asking leads to repeat their previous questions or needs. This also helps businesses to personalize their relationships with leads.
Managing relationships with all customers and potential customers is streamlined. Notes from previous calls appear automatically, rather than residing only on paper where they can be lost. Ideally, every single lead has stored records of contact information and other data.
Companies have the ability to communicate with their leads in the way that works best for them. Omnichannel communication allows businesses to talk with leads on whatever platforms they most frequently use and see conversation history from all those channels.
Customer conversations are more relevant and accurate. Features like call scripting use automation and potentially artificial intelligence (AI) to identify data from previous customer conversations. These features can also suggest the route that the next call should take.
HubSpot, one of the top CRM providers, offers features for call centers, including call logging within the CRM, one-click call recording, and call queues. HubSpot’s help desk software integrates with AirCall, a cloud-based phone solution that makes all call data, like call duration and agent comments, available to HubSpot CRM users.
Nextiva offers inbound and outbound contact center solutions, as well as VoIP phone services and video conferencing. Omnichannel communication includes webchat, video, and social media. Businesses can also build reports based on communication from all channels. Additionally, Nextiva offers interactive voice response (IVR) so customers can serve themselves.
Five9 is cloud call center software that offers workforce optimization, with managed configuration and upgrades from the provider. Workforce optimization includes customer service interaction analytics and integrations with Salesforce and Zendesk. An intelligent virtual agent handles simple, ordinary conversations, and the agent assist feature transcribes calls.
RingCentral offers contact center software for both inbound support centers and outbound campaigns. For inbound calls, skills-based routing directs calls to agents that are most likely to be able to assist customers. For outbound calls, RingCentral offers multiple types of dialers. Conversations are encrypted, and third-party auditors help RingCentral stay compliant.
Looking to buy a call center CRM solution? Read the Buyer’s Guide for Call Center Software Solutions.