What is contact center CRM?

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