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Integrating CRM and Contact Center Technologies to Improve CX

Integrating crm and contact center technologies to improve cx thumbnail

Several strategies exist to improve interaction between customers and call center staff. Among these, the integration of CRM technology into existing contact center software offers potentially the largest return on investment, and the biggest impact on customer service.

Aspects of CRM and Contact Center alignment to consider:

  • How does CRM integration improve contact center performance?
  • Who benefits from CRM integration?
  • How can an organization calculate the ROI of CRM integration?
  • How does an organization integrate CRM and Contact Center software such as PureCloud from Genesys?
  • What should you look for in a Contact Center and CRM integration solution?