4 Things You Need To Know About Integrating CRM and Contact Center Software

As a growing business, you are faced with many important questions that will ultimately affect future decisions and the direction of your growth.

Whether or not to use a CRM will be one of them.

But why is this decision so important? And what exactly should you be looking for?

What is CRM? And how is it different from contact center software?

A common misconception is that CRM systems and contact center software are one in the same.

In fact, 87% of adults don’t know the difference between the two.

Customer Relationship Management, or “CRM”, allows you to manage your relationships with customers and prospects.

Think of a filing cabinet.

Inside are folders containing the vital information about your entire relationship with a customer or prospect, including all of the messages back and forth, who you’ve contacted, who’s contacted you, etc.

Each file gives insight into your relationship with them.

A CRM system puts that information at your fingertips.

Integrating your CRM

Your CRM should work in tandem with your contact center software.

Since your CRM sees all and knows all, if it’s not in the CRM, it’s like it never happened.

Keeping that in mind, the integration should be seamless.

This will help you avoid any nightmares that will stem from not updating contact information or tracking relationships.

Most Contact Center software providers support integrations with CRM flagships like Salesforce, Oracle, Microsoft Dynamics and Zendesk.

In addition, homegrown CRMs should also integrate easily into Contact Center software because it’s accessible from the cloud.

This lets you create a powerful system by maximizing future investments, while leveraging the capabilities of your contact center software.

Benefits of Integrating your CRM

Integrating your contact center software with a CRM is a great way to drive sales.

Since your sales team will have access to sales history and past interactions, they can effectively up-sell or make recommendations based on past purchases.

Integrating your CRM with your contact center software also drives efficiency by allowing you to:

  • Match inbound and outbound customer information with data, including contacts, cases, and incidents
  • Seamlessly log calls and email interactions
  • Set up automated dialing campaigns
  • Prioritize and route calls/voicemails to the right agents
  • Click-to-dial functionality
  • Prioritize high-value callers or those with open incidents


What CRM Does Your Business Need?

There are multiple CRM software options on the market today.

Many are designed to support large-scale corporations with advanced functionality and large price tags.

However, for smaller businesses, it’s important to find a CRM that matches your needs specifically.

When you’re looking for a CRM, here are a few things to keep an eye out for.

  • Organization- Your CRM should ensure that all customer data will be stored accurately and securely.
  • Efficient Team Collaboration- All necessary teams should have access to the data. This allows everyone to be on the same page, from the marketing team down the line to your contact center agents.
  • Automation- With so much reporting power at your fingertips, you’ll be able to share this information across all channels. A good CRM will enable you to do so automatically, without occupying precious resources.

Whichever CRM you choose, it’s important that it seamlessly integrate with your contact center software.

That’s why Five9 easily integrates with nearly all CRMs from leading providers down to homegrown CRM systems.

For businesses who aren’t quite ready to invest in a CRM system, Five9 provides lite CRM functionality. Contact a Five9 rep to learn more.