Reply To: CCaaS CONTEST: Why is it important for an ACD and CRM to work together?

Cloud Services University Forums CCaaS CCaaS CONTEST: Why is it important for an ACD and CRM to work together? Reply To: CCaaS CONTEST: Why is it important for an ACD and CRM to work together?

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Shane S

In today’s world where organizations are fiercely fighting to provide great customer satisfaction, linkage between the ACD and CRM is paramount. By integrating the CRM with the ACD, many new doors are opened that enable customer satisfaction such as:

  • Intelligent / data-driven routing where customers are recognized by the ACD to provide personalized routing or prompts. For example, the ACD will automatically route inquiries based upon the customer’s transaction status, products purchased, or value. High value customers can be provided high-touch service and preferential treatment that prioritizes them in the queue while lower value customers would be offered “self-service” options that attempt to answer their inquiry and if that fails, they are routed to the “back” of the queue.
  • Agents can receive a screen pop that includes all the key information they need to serve that customer at the same time they receive that interaction (call, email, chat, etc.). Moreover, the screen pop could include automatically opening up the appropriate CRM screen on the agent’s desktop empowering them with the ability to provide great, efficient service.
  • An integrated contact history at the agent’s fingertips lets them see the customer’s interactions and their result. The agent will know if this is the first interaction ever with this customer or whether the customer has recently been involved in a flurry of communications with the company (including when they occurred, which communication channels were used, what agents were involved, the disposition of those interactions, etc.). The agent immediately knows how they need to handle the interaction they just received.
  • Last agent routing allows organizations to build rapport with their customers by routing interactions to agents that the customer has previously worked with whenever possible.

These are some of the common scenarios we deploy at Evolve IP and hopefully your creative juices are now flowing with the possible doors that can be opened in your organization to WOW your customers!