3CLogicLogo_2019_nowaves
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic Avaya Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Sugar CRM
    • SAP
    • Other
      • Infusionsoft
      • Monet
      • Salesforce
      • Verint
  • Customers
    • Customer Success Stories
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
    • MS Dynamics
    • Sugar CRM
    • SAP
    • Other
  • Customers
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

What to Expect From Your CRM Integration

Posted by Madeleine Coe on Aug 20, 2013 2:00:00 PM
  • Tweet

3CLogic employees head to New York City this week, for the CRM Evolution 2013 Conference & Expo (myself included!) I thought it might be relevant to share some info on CRM integration within your contact center.

Many contact centers use Customer Relationship Management (CRM) software to keep track of customers and leads, creating a database of information that enables your contact center representatives to deliver personalized service with every single interaction.

However, as a contact center, you not only want to engage your customers and leads personally, you also want to do so efficiently. The most efficient use of your representative’s time is to invest in cloud-based contact center software with predictive or fixed-ratio dialers that can scale up or down depending on the real-time needs of your contact center.

So how do you combine the awesome powers of these two software suites?

Wonder Twins Activate! CRM Integration!

That’s right. It’s possible to harness both the inclusive customer service experience of CRM software and the efficiency and scalability of contact center software in an integrated solution. But not every CRM integration is the same.

Within the telecom market today, software solutions can offer three different levels of integration between the contact center dialer software and the CRM database:

  1. Out-of-Box

  2. Specific Custom Features

  3. Fully- Customized Integration

How do you know which type of CRM integration will fit the needs of your business? I’ve got you covered! Here’s a breakdown of the three levels of CRM Integration and how your contact center can determine which solution fits the needs of their business.

1. Out-of-Box

Out-of-Box CRM integration is fantastic if you have found a CRM software and contact center solution that suit the needs of your contact center and have an existing partnership between the two companies.

So, an out-of-box integration is really only possible with some of the larger or more mainstream CRM software companies like SalesForce or Microsoft Dynamics. These are larger, already established software companies who have built partnerships with software solutions for readily available integration. With these CRMs, CRM integration in your contact center can happen quickly because it is essentially a “plug-in” with no other product delivery services or technical wherewithal necessary. It’s like taking a toy out of the box, inserting AA batteries, and pressing the on switch. Look at Sparky the Robo-Dog Go! Out-of-box CRM integration is basically plug-and-play. A few simple steps and you’re ready to go.

The downside is that it may not have specific features or functions that your contact center needs because, again, it is only available with mainstream CRM software. If your existing CRM is not one of the well-known ones, or your company designed it in-house, you may have to search for a contact center solution willing to customize your CRM integration with their solution.

2. Specific Features

So, let’s say you find a contact center solution willing to do a solution with your existing, but probably more mainstream CRM. That’s great. But as you begin to utilize the combined resources of your CRM and contact center solution, you discover quickly that you wish it could do a few more things. Rather than searching for a new CRM software with the features you want, you should look into a more customized CRM integration to add a few of those specific features that you were looking for. Maybe you want a single-window interface so that your contact center representatives don’t have to keep stalling the customer as they switch windows. Or you wish that you could customize the options in the dropdown menus to better suit the results of your business calls.

This way, you get the ease of migration from an out-of-box solution, then add the finishing touches the way you like it. Like adding your own cinnamon to the latte you got from the Starbucks across the street. Or you want it in your own ceramic mug instead of a disposable coffee cup. Already made, but adjusted just for you.

3. Fully-Customized Integration

Alright, now let’s go with the case that neither of those scenarios work for you. You want your CRM and contact center software integration to do exactly what you want, when you want it. Your business is totally unique, and as such, your software has to be uniquely crafted to your specifications in order to accommodate the demands and needs of your business and your customers.

You want specific real-time and historical reports for your business. You want email automation functions. You want your own rockin’ hold music for customers to jam to. You want a customized comprehensive IVR to make sure that customer inquiries are handled the right way and sent to the right representative. You want enhanced security that is compliant to the standards of your niche industry. You want certain processes in your system to be automated so that contact center representatives and administrators don’t have to waste their time.

All of this and more is possible with a fully customized integration. If you can dream it, they can build it.

Very select companies are going to be willing to work with you on this. However, the ones that do can build an integration that, once implemented, will provide the efficiency, personalized service, and metrics that your business needs to blow away your competition.

Seamless CRM Integration
 
And, there you have it. Three levels of CRM integration depending on the needs of your contact center. You’ll want to harness the power of an effective cloud-based contact center solution with the database of your CRM, in order to promote productivity with your business and builder stronger customer relationships.

Don’t forget to stop in and see me if you find yourself at CRM Evolution this week!

 

Topics: crm integration, custom crm integration, cloud based call center, salesforce dialer software, infusionsoft dialer software, zoho dialer software

Madeleine Coe

Written by Madeleine Coe

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (68)
  • call center (66)
  • contact center (54)
  • call center software (35)
  • contact center software (31)
  • crm integration (30)
  • cloud based contact center (21)
  • cloud call center (21)
  • contact center solution (21)
  • cloud based call center (19)
  • customer support (19)
  • CRM (18)
  • best business practices (17)
  • cloud based solution (16)
  • multichannel contact center (16)
  • cloud based (15)
  • customer experience (14)
  • VTAG (13)
  • call center software features (13)
  • multichannel communications (12)
  • SaaS (11)
  • inbound (11)
  • remote agents (11)
  • ServiceNow (10)
  • call center scalability (10)
  • multichannel call center (10)
  • outbound (10)
  • scalability (10)
  • cloud customer service (9)
  • cloud security (9)
  • sales (9)
  • social media (9)
  • SugarCRM (8)
  • cloud call center solution (8)
  • cloud customer support (8)
  • customer service team (8)
  • first call resolution (8)
  • omnichannel (8)
  • self-service (8)
  • voice platform (8)
  • 360 view (7)
  • IVR (7)
  • customer satisfaction (7)
  • customer service management (7)
  • grid computing (7)
  • outbound sales (7)
  • small business solution (7)
  • technical support (7)
  • technology (7)
  • B2B marketing (6)
  • IVR technology (6)
  • Inside sales (6)
  • agent retention (6)
  • cloud computing (6)
  • crm software (6)
  • employee retention (6)
  • redundant systems (6)
  • software (6)
  • telephony CRM integration (6)
  • CTI (5)
  • VOIP (5)
  • at-home agents (5)
  • big data (5)
  • fully redundant software (5)
  • hybrid cloud (5)
  • interactive voice response (5)
  • software support (5)
  • work from home (5)
  • CSM (4)
  • WebRTC (4)
  • call blast (4)
  • cloud (4)
  • cloud contact center (4)
  • contact channels (4)
  • customer engagement (4)
  • customer relationship (4)
  • no centralized server (4)
  • pci compliance (4)
  • predictive dialer (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • virtual agents (4)
  • voice (4)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • agent training (3)
  • blended contact center software (3)
  • chat (3)
  • cold calling (3)
  • contact center solutions (3)
  • contact center technology (3)
  • custom crm integration (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • edge computing (3)
  • increased call volume (3)
  • mobile (3)
  • multichannel (3)
  • outbound call center (3)
  • outbound campaign (3)
  • public cloud (3)
  • reliability (3)
  • reporting and analytics (3)
  • service delivery (3)
  • small contact center software (3)
  • social customer care (3)
  • text (3)
  • virtual assist (3)
  • voip crm integrated contact center (3)
  • B2C (2)
  • DX (2)
  • IVR menu (2)
  • SugarCon (2)
  • agent attrition (2)
  • agent coaching (2)
  • agent productivity (2)
  • agent turnover (2)
  • artificial intelligence (2)
  • auto-attendant for call center (2)
  • best practices (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center solutions (2)
  • call handling procedures (2)
  • call scripts (2)
  • contact center integrations (2)
  • database management integrations (2)
  • digital transformation (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • fault tolerance (2)
  • fog computing (2)
  • gamification (2)
  • high call volume (2)
  • integration (2)
  • intelligent routing (2)
  • knowledge base (2)
  • knowledge management (2)
  • kpis (2)
  • lead tracking (2)
  • personalizing customer service (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • speech analytics (2)
  • third-party integrations (2)
  • work force management (2)
  • workforce optimization (2)
  • ASA (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • FCR (1)
  • ITSM (1)
  • Internet of Things (1)
  • IoT (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SLA (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call center technology (1)
  • call routing (1)
  • call volume (1)
  • call-back (1)
  • cloud contact center solution (1)
  • computer telephony integration (1)
  • contact center attrition (1)
  • contact center trends (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service experience (1)
  • customer service metrics (1)
  • customer service rep (1)
  • customer service trends (1)
  • cx (1)
  • data recovery (1)
  • employee recognition (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • enterprise communications (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • help center (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • improve customer service (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • lead conversion (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • news (1)
  • on hold (1)
  • personalized customer service (1)
  • preview dialer (1)
  • real-time chat (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • skills based routing (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voicemail (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • webinar (1)
  • wfo (1)
  • workforce flexibility (1)
  • workforce management (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • Interactive Voice Response (IVR) Designer
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Customer Service
  • IT Support
  • Human Resources
  • Sales & Marketing
  • Contact Center
  • ServiceNow
  • Microsoft
  • Sugar CRM
  • SAP
  • Universal CTI
  • Others
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2021 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2020 by 3CLogic. All rights reserved.