Cloud Contact Centre and CRM Solutions – The Perfect Combination

By Paul Thomas, Managing Director EMEA

Today, more and more enterprises are adopting cloud-based technology in all areas of business operations to bring greater benefits, like cost savings, ease of integration, and scalability.

In the on-premise world, your customer insights are most likely tied to an existing platform as an independent, stand-alone solution, which is not connected with other corporate systems. On-premise solutions are slow to change, and in a rapidly changing business environment, that is unacceptable.

By integrating your Customer Relationship Management (CRM) with a cloud contact centre solution and moving away from a proprietary on-premise environment, you will benefit from the following:

  • Unlocked communications with the ability to utilize best of breed vendors
  • Flexibility to meet the ever changing landscape
  • Scalability to meet demand with reliability that can outperform
  • Accessible from wherever the call centre agents are – in your facilities or even working from home

The ability to have a 360-degree view of a customer’s history, interaction channels and full customer journey, is essential for a successful business. This helps the business glean customer insights, improve the consumer engagement and create better sales outcomes.

When you combine a Computer Telephony Integration (CTI) adapter with the omnichannel functionality of CRM systems like Salesforce, Zendesk, and Microsoft Dynamics, your business will have a powerful tool. Now you can deliver an excellent customer experience, drive agent productivity and empowerment, and satisfaction with a single user interface for all customer service enquiries.

The market is going through a lot of consolidation, especially in the legacy on-premise world where vendors struggle to convert to meet the demand of enterprises. This validates that the market is changing quickly, and highly expensive, hard to maintain solutions are becoming a thing of the past. It’s now time to rethink your customer interaction strategy to deliver a seamless experience – all in the cloud.

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