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Is it easy to integrate a CRM into a contact center?
We're planning on integrating our new CRM into our contact center so our agents & sales people can see each other's histories. How easy is this integration? Is it easier if you have software that 'matches' (e.g.: Microsoft CRM & Microsoft call center)?
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2 Answers
Yes - in a word.
Microsoft offer Call Centre Solutions fully integrated with Microsoft CRM.
This used to be called CCF - which stands for Customer Care Framework and now CCA - which stands for Customer Care Accelerator.
In essense they both offer an Agent desktop specically aimed at Call Centres. In addition the latest version of CRM offers Call scripting or dialogs again perfect in the Call Centre environment.
Microsofts Dynamics platform is used in 100's of contact centres. Hope that helps.
Start here for some introctory information.
http://blogs.msdn.com/b/ukcrm/archive/2010/06/14/introduction-to-the-customer...
Hi Annie,
That's a good question, because it's something you cannot fix once you're on the wrong path.
When you choose your Call Center and CRM solutions, you should pay attention to this:
* Ability to integrate with current market leaders and most used solutions
+ Microsoft CRM/Salesforce/Sugar CRM/etc
* Open Standards embracement, what happens if in the future you need to integrate with a new backoffice system? You don't always have control over all the software in use in your company. As the call center usually blends multiple systems together to integrate with the customer, it should be capable of bringing all that technology together.
* Ability to get your data out
+ Open standards is important if you want to migrate to a different platform in the future, many vendors try to lock you in with propietary systems, don't compromise your investment if you will lose your data when moving.
* Programming API in order to do the integration yourself.
+ Don't get locked in a closed system that leads to you, paying lots of money later on consulting services. Choose a solution that gives you freedom and flexibility.
Checkout our CRM integration alternatives here:
http://www.inconcertcc.com/en/products/computer-telephony-integration-cti/62c...
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