Contact Center Integration: Link These to Your CRM Easily

Are you struggling to unify your customer interaction through various channels? Integrate your contact center software 🤝 with the existing tools to manage an agile contact center. The right ✅ integration will transform your communication chaos into a symphony of efficiency and personalized services. 

By bringing together a suite of essential functionalities, agents don’t have to hassle 😃 between two platforms and can automate mundane tasks. In addition, this allows agents to jump on calls from a live chat and other channels easily. 

In this guide, we will discuss contact center integration, its features, and benefits, and explore the popular contact center integration. 

What is Contact Center Integration?

Contact Center Integration refers to a connection between your contact center and other software, mostly CRM. Once these two pieces of software are connected, they automatically exchange data and allow you to automate repetitive tasks such as call logs and lead creation. 

These integrations are indeed essential to create an agile contact center that offers high-quality and proactive customer service. 

The CRM and your call center software integration bring various advantages, such as managing calls, automatic log calls, and providing one single platform for communication. In general, these two pieces of software provide you with the ability to streamline your workflows. 

Benefits of Contact Center Integration

When the two software are integrated, the customer information is at the sales reps’ fingertips, which allows them to personalize communication for an improved experience. Some of the benefits you can expect to experience are:

1. Maximize CRM utilization

Integrating your CRM with your call center is essential for your business phone system. These two combinations can be a game changer for you in terms of creating new leads and boosting sales. 

Once you have successfully integrated these two platforms, you can use the key features of both software in one place. Moreover, you don’t have to juggle between two platforms; using the click-to-call feature, you can contact customers with just a click from a single interface.   

2. Easy to set up

Setting up the integration is easy, and you don’t need technical skills. In fact, cloud phone system providers like KrispCall offer a bunch of integrations that you can use with your call center. Follow certain steps, and you will be able to set up a connection between two software in just a few minutes. 

3. Increased Productivity

Communication matters a lot when it comes to improving your internal operations. So, integrate your contact center with communication tools that allow your team members to exchange data with other agents and managers seamlessly. 

Furthermore, they can also get support instantly if any issue happens. This communication flow ultimately allows sales reps to improve productivity and provide better customer service.

4. Management of Multichannel Communications

Contact center integration allows you to communicate with customers across multiple channels. It enables you to deploy an omnichannel communication strategy to improve your interaction with leads. 

You can make and receive calls and use the bulk SMS service to reach more customers. Every interaction is stored automatically and linked to the customer profile, which can be accessed by sales reps in the future to understand customer requirements and needs. 

5. Create Opportunities for Cross-Selling

Contact center integration can be used by sales reps to handle inbound and outbound communication and generate opportunities for upselling and cross-selling. Agents can use the logged call interaction to recognize customers’ latent demand and offer related goods and services.

This individualized treatment helps you build customer rapport and maintain long-term brand loyalty. It eventually helps you to boost your sales and increase your revenue. 

6. Shorter Times for Call Resolution

Sales reps can access all customer information, including past purchases and interactions, within the CRM interface. This gives agents an adequate context for answering customer calls and helps them personalize their interactions. 

In addition, it helps you route calls to the right sales representatives. This ensures that customers get support from an expert agent to resolve their queries in a timely manner. 

7. Enhance Customer Experience

Contact center integration ensures that sales reps can access all customer information before initiating or answering a call. This valuable data helps sales reps personalize their interactions with customers according to their requirements. 

Ultimately, this personalized interaction improves customer satisfaction, which leads to increased conversions and retention.

Key Features of Contact Center CRMs

The specialized contact center CRMs go beyond traditional CRMs, providing a range of features designed to streamline contact center operations and elevate the customer experience. Here’s a breakdown of some key features to look for in a Contact Center CRM:

Interactive Voice Response (IVR)

The Interactive Voice Response feature is a virtual receptionist that enables callers to interact with a computer-operated system. Using this feature, you can greet callers with pre-recorded messages when agents are unavailable. It also helps to collect information and direct calls to the appropriate representative based on callers’ inquiries. 

Call Routing and Queuing

The call routing and queuing features help you effortlessly manage a large volume of calls. With the call routing feature, you can automatically route calls based on agent availability, skillset, and language proficiency. On the other hand, call queuing enables callers to hold their place in line and receive an estimated wait time. 

Multichannel Integration

Contact Center CRM now allows you to connect with customers through various channels. This includes emails, live chat, and social media messages. In addition, the contact center CRM acts as a central hub that combines all interactions into a single platform. 

Ticketing System

When a large volume of issues comes in at the same time, it’s hard for sales reps to manage it. But contact center CRM solves the issue with a robust ticketing system.  It automatically captures and tracks customers’ inquiries from all channels. This helps agents to assign tickets based on skillset, prioritize urgent requests, and collaborate with colleagues on complex issues.

Automation and Workflow Management

Contact Center CRM improves your company’s workflow management. It automated tasks such as assigning tickets, sending pre-written responses to common questions, and more for missed calls or emails. These automation features significantly free up valuable agent time. It helps to streamline processes that ensure a smooth flow for both agents and customers. 

7 Popular Contact Center Integration in 2024

Integrating your contact center into other business tools and CRM is crucial now. This combination helps streamline workflows and helps agents deliver excellent customer service. 

If you have a KrispCall call center, you can integrate with many customer relationship management systems, including HubSpot, Pipedrive, Zapier, Keap, Nimble, and ActiveCampaign. These integrations can increase your call efficiency using click-to-call functionality, automatic call activity and contact logging, automated tasks, and two-way synchronization. 

Here are some popular CRMs that you can integrate with your contact center:

1. Zapier

Zapier is a popular online automation platform that helps businesses to automate tasks. This allows sales reps to save valuable time and can be focused on more value-adding tasks. In addition, Zapier has an intuitive interface that is easy to use and understand. 

This automation platform also allows you to create customer workflows without dealing with complex programming. By connecting all your applications, it helps you work effortlessly on your daily tasks.

⚡ Zapier Features 

• Workflow automation
• Triggers and Actions
• Filters and Conditions

2. HubSpot

Hubspot is a versatile CRM that offers a range of features to increase work efficiency. These features include an easy-to-use email builder, an audience builder in lists, robust workflows, and comprehensive analytics. 

Furthermore, you can also automate email sending as per your rules and needs. Other than that, HubSpot is helpful for advertising campaigns, email campaigns, and more. Its powerful features meet the needs and expectations of any organization. 

⚡ HubSpot Features

• List segmentation
• Email marketing
• Lead scoring

3. Keap

Keap is a pioneer of CRM and marketing automation platforms. It aims to simplify growth for millions of small businesses. Using Keap, you will get all-in-one sales and marketing tools. This helps you to capture, organize, track, and nurture all of your needs. 

Moreover, the Keap interface is easy to use. It allows you to build automation campaigns, automate processes, and create new campaigns. Keap’s intuitive CRM and automation builder, AI tools, and expert consulting allow you to save time and better serve your clients.

⚡ Keap Features

• Email and text marketing
• Business line
• Small business automation

4. Pipedrive

Pipedrive is a robust sales CRM and pipeline management software. It offers various features in different plans that cater to the needs of all business sizes. This software is easy to use, affordable, and adaptable. You can effortlessly create channels and combine platforms. 

This CRM can be a great choice for managing your sales processes and keeping track of customer interactions. Using Pipedrive, you can get more qualified leads and grow your business with their sales CRM. It allows you to track your sales pipeline, manage leads, and automate your entire sales process. 

⚡ Pipedrive Features

• Security dashboard
• Sync Contacts, Calendar, and Google Drive 
• Activities and activity logging

5. Microsoft Dynamics 365

Microsoft Dynamic 365 provides a wide range of features and benefits to all business sizes. The features include visualizations, dashboards, document management, grid filters, dialogs, recurring appointments, and many more. This platform offers you a variety of collaboration security and management integration solutions. 

Your data is always safe when you are working in Microsoft 365 due to its data encryption and multi-factor authentication. With Microsoft 365, you can keep all of your business information on the cloud and benefit from enhanced communication, centralized collaboration, and secure cloud storage. 

⚡ Microsoft Dynamics 365 Features

• Collaboration tools
• Security features
• Cloud-based tools

6. Zendesk 

Zendesk, a customer service software company, offers you a comprehensive customer service solution for your business. This software has made it easier to build deep relationships with customers by demystifying business complexity. 

In addition, this platform combines everything a support team needs into one place. This includes AI-powered workflows and agent tools, automation, and a marketplace with over 1200 apps. You can build lasting relationships with prospects with their complete customer service solution. 

⚡ Zendesk Features

• Help desk automation
• Triggers
• SLA management

7. PabblyConnect

Pabbly Connect is a robust automation tool designed to automate integration and tasks between various apps. This platform can share data between apps and automate repetitive manual tasks. With a Pabbly account, you can create, manage, and promote your business using its tools, such as form builder and email marketing.

This CRM has simplified the process of integrating various tools you use to run your business. You can combine tools even if you don’t have a technical background. Its user-friendly interface, cost-effective pricing, and wide range of integrations make it the best option for businesses looking to boost efficiency and productivity.

⚡ Pabbly Connect Features

• Enterprise-Ready
• Webhook and API Connectors
• Automation Software

What is the importance of CTI in contact centers?

CTI, or Computer Telephony Integration, plays a crucial role in modern contact centers’ handling of a large volume of calls. It bridges between phone systems and computer software, allowing agents to make and receive calls using onscreen controls instead of phones. CTI also provides features such as AI to route calls, IVR systems, call monitoring, and more.

In addition, CTI provides agents with a complete view of customer history in a single dashboard, helping them deliver a harmonious customer experience. This allows sales reps to save valuable time, which they can then focus on other tasks. 

Integration With KrispCall Contact Center Platform

Integrating with business tools and communication channels is essential for continuous conversation. However, all of this integration starts with a single platform for the customer experience that unifies communication. Moreover, it is compatible with workforce optimization, CRM, agent desktop apps, and case management systems.

This is where KrispCall enters, allowing you to integrate with various business tools and CRMs to elevate your customer experience. The KrispCall Call Center Software provides a range of advanced features, such as advanced routing, global calling, and number sharing, to extend exceptional customer service throughout your organization. With seamless connectivity between KrispCall and your business and communication tools, you can shorten the time to value. 

Here are simple steps that you can follow to integrate different CRM tools with the KrispCall contact center platform:

1. Log in to your account and navigate to Settings.
2. Once you click on settings, a new window will display. Under the Settings menu, you will find Integrations. Click on it. 
3. After that, you will see a list of integration-ready tools and CRMs. Pick your favorite tool/CRM. 
4. Then, click on the Connect button just below the integration /tool.
5. Now, a new window opens up, asking you to log into your tool/CRM account you want to integrate with KrispCall.
6. Enter your login details and log in to your account. When your account is integrated properly, it will appear in the integration page’s Active area. 
7. Click the Toggle button to enable the integration and use it functions.

Final Words

Contact center integration plays a vital role in delivering exceptional customer service. It offers an extensive range of features, such as an Interactive Voice Response system, call routing and queuing, a Ticketing system, and many more. 

Using these features, you can streamline workflow, increase productivity, and enhance customer experience. Ultimately, this helps your business boost sales and increase revenue. You must select the right CRM for your call center, and KrispCall Contact Center is our recommendation. Zapier, Hubspot, and Keap are some of the best CRMs you can integrate with the KrispCall contact center. 

FAQs

How does contact center integrations enhance customer engagement?

Contact center integrations enhance customer engagement by streamlining business processes, improving data analytics, and expanding communication channel options. These integrations align various tools companies use to collect and manage data, leading to more powerful data. 

What integrations are beneficial with my contact center or call center software?

The following integrations are beneficial with your contact center or call center software:

• CRM Integration
• Ticketing System Integration
• Third-Party Integration
• Omnichannel Support Integration

What are the different CRM software solutions integrated with KrispCall?

The different CRM software solutions integrated with KrispCall include:

1. HubSpot
2. Pipedrive
3. Zapier
4. Nimble
5. Microsoft Dynamics 365
6. Pabbly Connect
7. Keap
8. Integrately
9. ActiveCampaign

Can all of my KrispCall users use integrations?

Yes, all KrispCall users can utilize integrations with platforms like ActiveCampaign, HubSpot, Pipedrive, and Zapier to streamline interactions, enhance communication, and automate tasks within their respective workflows. 

Arun Chaudhary

Arun is SEO Analyst at KrispCall. He has written in extensively in the field of cloud telephony and call center solutions.