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call center CRM
Home » CRM

CRM

posted on April 19, 2022

A CRM (or “customer relationship management”) is a software application that holds the points of data on an organization’s customers, sales, leads and past transactions. CRM’s are often integrated with other systems to improve efficiency.

CRMs can be used by different departments within the organization. For example, sales teams use it to identify new leads and track sales opportunities; customer service representatives use to manage customer inquiries and manage their accounts.

Many contact center applications have integrated CRMs that allow call history and other interactions to automatically be recorded.

Other contact centers integrate with third party CRMs (such as those provided by Salesforce.com, SugarCRM.com and Zoho.com). Often, the integration between these applications uses some form of computer telephony integration (CTI) which allows call center agents to work from within the CRM to make or receive phone calls.

Some CRMs are designed to handle all call center related operations. For example, eGain provides a platform that serves as a CRM but also provides an omnichannel experience allowing agents to interact with the CRM as well as with customers via chat and other channels.


Related Definitions:

  1. CCaaS CCaaS means “contact center as a service” or “call center as a service”. CCaaS platforms are cloud-hosted contact center platforms which can be delivered to contact centers over the Internet (as a service). CCaaS implementations allow call centers to quickly stand up and manage highly sophisticated customer service and sales call centers without the expense […]…
  2. eGain eGain is an award-winning, customer-focused contact center solutions provider that helps contact professionals and call centers deliver exceptional customer service that results in a competitive edge. The company offers the industry’s all-inclusive suite of contact center solutions, including customer self-service applications, interactive voice response systems, unified communications (UC) and multichannel messaging solutions, call center CRMs, […]…

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