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What is contact centre CRM?

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Contact centre customer relationship management (CRM) is software used by contact centres to improve the customer experience across all channels.

Contact centres that do not integrate their CRM effectively with contact centre operations lose the opportunity to use CRM data to deliver a better customer experience.

A contact centre employee needs fast and easy access to the right customer information to deliver a personalised customer experience during a support call. The information they need includes account information, details on historical discussions, and customer preferences.

How Genesys can help with your CRM

It is easy to integrate the Genesys Customer Experience Platform with your CRM to make key customer information available to contact centre agents.

Agents’ efficiency will improve when they have the ability to access key customer information. Customers will benefit from a personalised omnichannel experience.

The Genesys Customer Experience Platform effortlessly integrates CRM systems to:

Make it easier to manage customer interactions and agent performance.
Give a personalised customer experience.
Lower call resolution times.
Ensure customers have a consistent experience across all channels.

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.