Customer dread long wait times, disconnects, multiple calls and call transfers

The usual culprit: stand-alone contact center equipment not integrated to the rest of the organization's processes.

No matter how good the contact center itself is, what does it take for the agent to handle an order or answer an inquiry? It takes time to toggle into other systems to address needs. Typically, employees need to access one or more databases to get the information needed to solve problems, check status, or make better decisions--the solution to the customer's issue may lie in systems for accounting, CRM, ERP, client support, or inventory.

Toggling between applications is time consuming and frustrating for both the customers and the agents

Toggling between applications is time consuming and frustrating for both the customers and the agents

Holistic customer view allows an agent to see all of a customer's information on a single screen

The greater the number of applications, the more time consuming it is to toggle through:

  • increases the time for first-call resolution
  • hurts customer satisfaction
  • drives up costs
  • frustrates employees
Picture property of Plantronics under the Creative Commons Attribution-Share Alike 3.0 Unported license.

Picture property of Plantronics under the Creative Commons Attribution-Share Alike 3.0 Unported license.

The Solution:  End-to-end integration

It is a huge benefit when the process of answering calls and inquiries in multiple media is combined with true end-to-end integrated solutions. The Contact Center can be deeply integrated with CRM, ERP, and other personal productivity software to deliver Communications Enabled Business Processes (CEBP).

Contact Center and CRM Integration