Home / Resources / Blogs / Why You Should Integrate Your Contact Center With Your CRM

Why You Should Integrate Your Contact Center With Your CRM

Troika Gellido

When business is growing and customers are getting more demanding, how fast can you keep up?

In an age of countless communication channels, contact centers must find a way to deal with every call, text, email, or social media message to connect with customers.

If you’re using CRMs to manage contact lists, and phone solutions to communicate with them, how about bringing them together to work as one? Manage lists and close deals single-handedly by integrating your CRM and contact center software. Here’s why.

 

1 – You can make calls with one click

Auto dialers are heaven-sent for contact centers. It has provided faster ways to connect on the phone with customers, giving them more time for important tasks, while producing better sales.

 

 

By integrating a click-to-call dialer inside your CRM, managing time while engaging your customers will be easier. Once a lead is recorded in your CRM along with the information they’ve provided, your agents can immediately connect with them in a single click. It’s an easy collaborative feature, eliminating other levels of lead management.

That’s not all – if your contact center software also has a Power Dialer, you don’t have to manually upload contacts to call. Just sync your call list from your CRM, and let the system ring all the numbers for you. Easy peasy.

 

2 – It saves you time

Productivity signifies workflow efficiency and successful time management, most especially in a contact center setting. A CRM that is integrated with your phone system can help you skip a bunch of tasks and save your precious time.

 

 

Imagine automatically skipping voicemails and bad numbers while calling your CRM contacts. Imagine not having to do manual follow-ups or other repetitive tasks because you can trigger actions through automation. By integrating your CRM with a contact center phone system, you can assure a smarter system that does the work for you faster and with fewer errors.

Save your HR productivity training and talks. By creating a phone system that works inside your CRM, your team can spend time on matters that need their attention more.

 

3 – You can manage all channels in one

With different communication channels available today, managing customer expectations has gotten even more difficult. This, in fact, is a challenge to all contact centers, which also have to deal with increasing customer demands for stellar service and undivided attention.

 

 

Some contact center software managed to make it easier and came up with omnichannel solutions you can work on. In a single database, you can manage contacts that came from not only calls but also different other platforms like social media and instant messengers. By integrating your CRM, you can reach your contacts on every channel of choice, winning your customer’s attention.

 

4 – You don’t need to log everything

Keeping track of every data, call, text, and activity is vital for call center success. However, if you’re still using your CRM and contact center as two different tools, data will work separately too.

If you’re thinking of manually logging everything, there’s no need for that. With an integrated CRM and contact center software, you can automatically pull all data lists and contacts to keep both databases updated. Other advanced systems even offer real-time data syncing – how easy is that!

 

Apart from customer data, you can also share access to other records like calls, texts, and agent activity just by combining your CRM with your contact center. Tracking everything and reporting from your gathered list will be so much easier.

 

5 – More features for collaboration

By combining two platforms, you will also have the ability to use all their features to your advantage. We’re not just talking about syncing important data lists and contact information. Some integrations are also best for your workflows.

 

 

Have a list of prospects in your CRM? Set up triggers on workflows for automated follow-ups. Been wanting to share important news to mobile customers? Try SMS/MMS campaigns powered by Aloware. Integrating your contact center software to your CRM works two ways – it lessens manual tasks and at the same time, it adds handy features you can use.

 

Using Aloware with your CRM

Aloware opens you up to more ways to integrate with your CRM. Partnering up with major CRMs like HubSpot, Pipedrive, Guesty, or Zoho, collaboration is hassle-free and so much worth it.

We’ve made Aloware’s integration with HubSpot so seamless that switching tabs can be unnecessary. Call contacts, sync lists, and automate workflows from HubSpot to Aloware and vice versa. With this integration, you can also send unlimited SMS or MMS to your CRM contact lists, keep track of contact information, and record updates in a single database. 

Indeed, CRM and contact center software integration is something you and your customers can benefit from. Start integrating your CRM with Aloware – we can help you more on that.

Troika Gellido

Written by Troika Gellido

Resident writer at Aloware, playing with words to make marketing more fun than just data and numbers