Contact Center Integration
The traditional call centre, rows of agents in headsets answering calls, is being overtaken by customers demanding more reactive communication methods.
Phone calls are no longer just enough, customers want to reach you via email, instant messaging and social media. And simply taking calls isn’t enough to keep customers loyal, you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.
Combining all features of call accounting, contact centre CRM integration, voice recording, and IVR flows, Unified Microsystems contact centre solutions focus on putting your customer first whilst lowering costs and complexity.
Both single location on-premise solutions, through to multi-site, distributed and work-from-home setups, our consultants can architect the right call centre CRM integration solutions for your business objectives and vertical.
CRM Integration
To stand out from the competition, customer service becomes a key differentiator. By presenting existing and repeat customer information instantly every time the customer calls in, the agent taking the call can be well informed and more helpful. A well-organized call centre CRM system thus makes every customer feel more valued when you greet them by name and get to help them faster, saving both agent and customer time in the process:
Configurable
The supervisor can pick and choose what information is displayed to the agent.
Data Updates
An agent can update the displayed information and save to database.
Instant Setup
Plug and play built-in integration with Salesforce.com and Microsoft CRM.
Open Integration
Compatible with most other CRM via web services and SQL queries.
Customer Information
Know who is calling and history, even before you answer.
Personalised Greeting
Show your customers you value them by personalizing each phone call.
Full History
View customer’s history instantly instead of requesting each detail.
Increase Efficiency
Avoid slow manual searches by having information automatically displayed.
Save Time
Save time everywhere, happier customers and more efficient agent
From dashboards and reports, detailed analytics on-call response times, call recording and customer satisfaction – An effective contact centre CRM system quickly and easily enables business agility like never before.
Handle complaints swiftly, generate reporting on department or agent level with drill-down capability, monitor response times of agents to ensure optimal efficiency and call handling for peak-call flow during busy times.
Constantly monitor service level agreements with pro-active alerts for breaches or warning levels exceeded for answer time, handle time or missed opportunities.
Vendors are encouraged to instead adopt a solution that is integrated. This would be effective because the worlds getting connected at a fast rate and doing away with the silo-like technology. Instead, there is a need to go the way of the integrated contact centres because if the variety of benefits that they guarantee. Such type of approach will lead to firms and businesses benefitting significantly through the following ways;
- Better customer experience
- Satisfaction in the workplace
- A sense of sustainability for the growth of the contact centre
Benefits of the Contact Center Integration
Contact Center Integration has been used as a solution that seeks to redefine the user experience by introducing an effective measure for the whole process. It seeks to do away with the rather traditional way of getting things done and employs a rather modern and proven direction that is matched with seamless performance.
Generally, it comes across as a solution that would see businesses grow and customers have an easy time communicating. It will achieve this thanks to its property that enhances internal collaboration and offers seamless control and management over the customer’s experience.
The main benefits of the integrated contact centre are as indicated below;
- Change the customer management journey
Firms have a better chance of gaining valuable insight into different customer actions thanks to the integration of customer relationship management (CRM). This would help the firms strategize their response to the customers using the customer data that they get from using the above approach. This would help them build a more engaging relationship with the customers that would improve the conversion rate as well as the satisfaction from the customers.
CRM integrations work to provide efficiency in the insights and usability if they are used directly and not just alongside the contact care software.
- Enhancing internal communication and collaboration
Another important factor that the integrated contact centres provide is an enhanced internal collaboration and communication system. This will help the employees to work as a team and be focused on the target that the team seeks to achieve. The system allows for the fast and efficient sending of messages between peer employees and also to their seniors when clarification is needed.
- Provide a solution for the contact centres and the growth of businesses
Contact centres need to keep up with the needs of their customers and this is only possible if effective communication is achieved. This would be possible if the contact centres of the businesses can use advanced channels that are demanded from their customers. It would also be a good idea if the flexibility of their channels is provided so that they may be up to the specific needs of their clients in the future.
- Benefit from enterprise-level capabilities
When companies had to go for add-ons as solutions for their contact centres that were lagging, they had to incur expenses to establish the upgrades. This was a major thorn on the backs of the small firms that we’re unable to raise enough money to pay for these expenses.
Integrated contact centres provide businesses with a level playing ground as it is provided inexpensively. Each type of businesses can benefit from this type of contact centre thanks to the fact that it is easy to set up and not too much effort is needed to be devoted to the successful applicant. The competition in the industry is therefore on level ground and the firm that can take advantage of the integrated contact centre will be able to get ahead of the curve and avoid being left behind.
The shortcomings of the isolated contact centres
The traditional isolated contact centres have been neglected because of their inability to match the current market needs. They have been unable to maintain the pace and be reliable with the demands of the various customers. Similarly, they are not in a capacity to offer effective assistance for the cloud-based technologies that are being adopted for use by many in the present day.
The contact centre solution is a package that is purchased like a software that is designed like a building block. When a firm buys one from a telecom provider, they can update software and fit it with seamless capabilities. Such has been proven to be unsustainable and not capable to meet the needs of the market. This is because of the following reasons;
- It is not unified many of the users will have a challenge working with each other. Users are unable to access the cloud and commence with their work.
- It is quite costly; businesses have to pay too much to obtain much-improved software that they want to take advantage of their useful capabilities
- They are not efficient for use; due to its inability to integrate with useful features and its incompatibility, it does not get the job done. It is quite limited which makes it a rather complicated feature to use. It may also be noticed to be quite slow.