What is contact centre CRM?

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

Today, many organisations fail to effectively integrate their CRM systems with contact centre operations. Without integration, important data stored in the CRM—including customer preferences and details on past interactions—cannot be utilised 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 centre agents can more efficiently deliver a personalised, omnichannel customer experience.

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

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