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Why Your Call Center Needs An Integrated CRM Solution

While customers continue to expect a personalized and seamless experience during their interactions with your business and call centers are becoming the new front door for that. Customer loyalty and revenue is on the line more than ever when interacting with your customer service organization. Call centers are expected to know who the customer is, why they are calling, and do so in an efficient manner.

Technology needs to consistently evolve over time. This includes call centers being integrated with CRM solutions to gain a customer insight such as what are their past purchases, behaviors, or even if they are contacting your business for the same reason a second time? With both of these being separate solutions, integrating the two together can provide exactly what your automated and human agents need to provide a more personalized, seamless experience. 

Let's take a look at a few reasons on how it can help improve your business.

Seamless, Unified User Interface

When all human agents must work across several different systems, productivity is limited. The best agents gravitate to and remain at companies where it’s simple for them to deliver outstanding customer experiences. Seamless integrations between CRM and call center systems including having a unified user interface (UI) that handles chats, emails, and calls, gives live agents easy access to the relevant customer data that helps them create an experience that feels effortless and adequate to the customer.

Access To Customer Data

In general, we tend to do better when we are prepared for things. For live agents specifically, that goes with understanding:

  • Who is the customer?
  • Why are they contacting your business?
  • What did the customer journey look like up to this point?
  • Did they call about a similar issue before and are experiencing the same frustration?

Understanding what the customer has gone through will help set the tone for the rest of the interaction.

With automated screen pops, agents are provided all the necessary information to provide a more personalized customer service experience. This gives the agent a view of what’s going on with the customer, past interactions, purchased products or services, and other information before they begin the interaction.

Improves the Customer Experience

In a customer’s journey, once they have exhausted all their options with an automated agent, they resort to talking to a live agent. When a call center is integrated with a CRM solution, live agents have the tools that provide the information they need to improve the experience for customers. Nothing is more frustrating for a customer than having to repeat information while having to contact your business for a second or third time regarding the same issue. They are also looking for quick and easy answers to their problems. Customers aren’t looking for a backstory, they simply want whatever it is that will address their specific issue.

To learn more about how your business can integrate your call center with your choice of CRM solution, visit the Five9 CRM Integrations.

call center software

Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.


Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.


Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

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Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience



Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.


Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

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Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.


AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.


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