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^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty.