Call Center CRM Integration Empowers Agent Teams

Call Center CRM Integration Empowers Agent Teams

Agents are the face of any call center. They communicate with real customers and future clients. They contribute to converting more sales and retaining existing clients with exceptional customer care services. Along with using their skills at their best, a call center also needs to buy the best call center solution and other tools to support agents. Some call centers have even started using AI voice analysis for call centers to empower agents with real customer sentiment and experience values to deliver better services.

Call center CRM integration is one of the traditional yet still most effective and affordable tools for call centers to empower agents. The call center software providers will integrate a CRM solution into the call center software. This provides multiple amazing features and benefits to help agents work more efficiently and productively.

Let’s explore how it happens.

1. It provides more details about the client

Each call center solution, whether on-premise or cloud based contact center software, will have some details about the client, including their profile and disposition message. But, it would not store more details about clients, such as preferred items, buyer’s journey, number of contacts to call center, etc. All this information will be available in the CRM system.

Call center CRM integration will fetch all important information about the client on a live call from the CRM system within call center software and show it as a CRM popup. This will save the time of agents from toggling back and forth between a CRM and call center solution. This will provide context to the agents to have context driven conversations with clients.

2. It provides additional features

The call center CRM integration is not only about showing some information from CRM into the contact center solution, but it is much more than that. It has some amazing features to empower agents with automation and work efficiency. From a cloud based contact center solution that is using call center CRM integration, agents can use CRM features as well. For example, if there is a new client connected to the contact center and there are no details about that client in the CRM software, an agent can create a new customer record within the call center solution and it will also be created in the CRM system. The CRM system will also have added features like click2call to let agents make a call without leaving a CRM system. It will also show the call center dialer widget in the CRM software to provide dialer features in the software.

3. It saves time of agents to increase other KPIs

Agents don’t need to make double entries in both CRM and call center solutions. They will also not need to make edits in both systems. The call center CRM integration will automate this operation. This will save a lot of time of agents, which agents can invest in attending more calls and increasing major KPIs.

If you want to empower your agents with call center CRM integration, contact us.


Top 3 Key Benefits of Call Center CRM Integration for Call Centers


For any call center the most important thing is to increase the success rate and for that a majority of calls have to give “First Call Resolution” to the callers. There are many actions that the call centers can take to take required steps in achieving the goal of increasing first call resolution. One of as such action that the call center can take is integrating the call center solution and CRM system with the expert call center CRM integration service. The call center CRM integration provides some special features which are not available otherwise. Once you get those features, you can gain many benefits to increase the success ration. In this article, I will share the top 3 key benefits one can leverage with call center CRM integration.

1. Increased accuracy

A majority of customers complains that the agents in the call center don’t hold enough knowledge of the product or service they offer. This issue arises because the agents take more than usual time in finding information to provide the same to the customer or they fumble while giving the information. This problem can be removed with call center CRM integration. Once this integration is done, the agents will see a lead record pop-up once the call is connected. This popup will provide the quick information of the customer which is fetched from the CRM solution within the call center solution. Moreover, this information will be highly accurate as after call center CRM integration, both systems will have real time information at all the times.

2. Increased agent morale and productivity

The quick access to crucial customer information will provide the required confidence to answer the customer. Moreover, the agents can increase the satisfaction of the customer by providing personalized answers. The increased call success rate will build confidence in the agent as well as it will boost his morale, which will further increase the productivity of the agents.

3. Reduced expenses

Increased accuracy, customer satisfaction and productivity of the agent will result in better performance with minimum resources. Moreover, the call center CRM integration provides features like automated lead record update in both systems. This will further reduce investment on the resources. This way the call centers can save a lot of money on resources which can be used in other important areas for growth of the call center.

These are the top 3 advantages one may receive with call center CRM integration. These three benefits bestow many other benefits to the call centers such as,

  • Increased customer satisfaction
  • Increased agent skills
  • Increased first call resolution ratio
  • Reduced call wrap up time
  • Increased business
  • Increased returns over investments
  • And more

We have expertise in call center CRM integration. Our years of experience has enabled us to perform integration of any proprietary or open source call center software with any open source or third party CRM system. To know more about our call center CRM integration services, please visit


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