The Importance That "Point of Record" Brings When Integrated Within the Contact Centre
By Paul Thomas, Managing Director EMEA
In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.
All contact centres require some type of CRM system in place to manage customer information and create the best possible customer experience. Companies realise the importance of improving the customer experience in all industries. In order to deliver on today's customer expectation, companies need to be treating them not as transactions, but as human beings. Contact centres cannot drive the improvements alone. They need the benefits of strategic partnerships and customer data that lives within their CRM technology. The integration between cloud contact centre software and your CRM system will speed up deployment and enhance experience, within one desktop. This integrated technology approach provides a faster time to operational gains as well as a better agent experience. Happier, more efficient agents translate to happier customers and last but not least, better results for your business.
We at Five9 offer pre-built integrations with the leading CRM providers, including Zendesk, a cloud-based customer service platform, so you can take your CRM application to the next level of functionality and convenience. The result: customer relationships that are more meaningful, personal, and productive.
Zendesk is hosting a fantastic event, Relate Live, 14-15 June at Kings Place in London. This event is for those who believe better relationships should be a driving force in business - whether it's building a customer-centric culture, creating a unique customer care approach, or using data to better understand your customers and drive a better customer experience. My team and I will be attending the London event and I'd love to see you there so we can connect!