What is contact center CRM?

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Contact center customer relationship management (CRM) is a contact center software solution that provides employees with access to account information and history in an effort to provide a real-time, personalized customer experience across all channels, including voice, web and social.

Today, many organizations fail to effectively integrate their CRM systems with contact center operations. Without integration, important data stored in the CRM—including customer preferences and details on past interactions—cannot be utilized as a tool to enhance customer experience.

How Genesys can help

The Genesys Customer Experience Platform easily integrates with CRM systems. When vital customer information is easily accessible, contact center agents can more efficiently deliver a personalized, omnichannel customer experience.

With the Genesys Customer Experience Platform, you can seamlessly integrate CRM systems to:

Personalize the customer experience
Create consistent experience across all channels
Reduce call resolution times
Easily manage agent activity and customer interactions

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About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.