Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.
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Topics:
customer service,
call center,
crm integration,
cloud call center,
self-service,
cloud,
customer service team,
cloud call center solution,
artificial intelligence,
telephony CRM integration,
voice platform,
digitaltransformation,
intelligent routing
As a CRM and Marketing Automation expert, the advice we give out most at W-Systems is that your CRM should be the anchor that ties together all the departments throughout your business. Whether we’re talking about software for marketing, accounting, or support, we believe it’s important to integrate all your systems. Here are some benefits to integrating your CRM to other departmental softwares, with added focus on Call Center platforms.
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Topics:
crm integration,
contact center integrations,
integration
The variety and size of the Sugar ecosystem is really incredible. There are countless partners, integrators, apps and customizations that are extending the power of Sugar far beyond CRM. As a CRM consultant, UpCurve Cloud is often looking for the best applications in the ecosystem to recommend to our customers. Below is a list of the tools we most often recommend and a description of what they do.
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Topics:
crm integration,
call center software,
SugarCRM,
sales tools,
sugarcrm integrator,
crm integrator
Customer Relationship Management (CRM) platforms exist to help businesses manage the vast amount of information their customers provide, and use it to more effectively build lasting relationships—right? But the missing piece of the puzzle, and one many take for granted, is the communications component (telephony)–the true vessel that is facilitating these strong and lasting customer relationships.
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Topics:
crm integration,
CRM,
SugarCRM,
CTI
It has been well demonstrated that Customer Service can affect a business just as much as catchy advertising slogans or the newest innovative product. Take the new Apple watch. It has been advertised as the next big thing to the point where it’s impossible not to be aware of it. But as with any new form of innovative technology, people are bound to have general questions, troubleshooting needs, and bug issues. This is where a strong and robust customer service platform comes into play.
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Topics:
customer service,
crm integration,
first call resolution,
customer experience
Customer Relationship Management (CRM) platforms, designed to facilitate the organization of information and interactions with current and future clients, have revolutionized the way businesses sell, market, and service their product offerings. What were once relatively uniform sales, marketing, or service initiatives with little room for differentiation are now customizable and targeted outreaches catering to a customer’s unique situation and needs thanks to the insights such solutions provide. But while extremely powerful, CRM platforms have yet to
fully address the struggles enterprises face specifically as it relates to the interactions themselves. In fact, 60% of customer needs fail to be resolved on the first call, primarily due to representatives lacking quick, easy, and relevant access to the very information CRMs so effectively manage. The problem? Businesses have perfected customer data management but have yet to perfect its use when it matters most – at the point of the interaction.
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Topics:
crm integration,
CRM
As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.
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Topics:
crm integration,
crm software,
SaaS,
first call resolution,
third-party integrations,
database management integrations,
saas integrations,
contact center integrations