5 Essential Features of

Call Center CRM

Rapidly growing competition in telecom industry want

companies to be more customer-centric. Thus, improved

customer service strategies are gaining contact centers'

attention from around the globe.

Changing times have brought

dramatic shift in customers

expectations and want immediate

resolution of their concerns.

So, Call centers are focusing more

on software solutions to manage

customer service.

CRM Software is an innovative tool that

manages customer data & interaction effectively.

Let’s take a brief look at some of its features:

1. Call Center Analytics

With CRM software, it is easier to record information

of each & every prospect, which later on can be used to

analyze trends & buying patterns followed by customers.

2. Integrated Agents Desktop

With integrated

desktop, agents can

have immediate

access in CRM to

have 360-degree view

of customer

interactions.

Agents can provide hassle-free and consistent

customer service if their CRM has the ability

to integrate with other channels such as social

media, instant chat.

3. Multiple Channel Integration

4. Knowledge Database

The repository of information

in the database can solve

customer queries more

efficiently and quickly. Calling

agents can look for documents,

cases and solutions in the

database.

If agent fails to respond

to customer query, the

incident automatically

escalate to higher

authority.

5. Automatic Escalations

In order to help

agents access the right

information and

knowledge about

customer's history,

CRM integration is a

smarter way to call

and improve the

overall customer

experience.

Conclusion

About Us

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Space Technologies LLC, is a global

provider of unified cloud

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Predictive Dialer and toll free

numbers to consumers and

businesses.

For more information, visit:

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References

Top 10 Call Center Technology Must-Haves -Techtarget

5 Must Have Features of Your Contact Center - The Real PBX