What is call centre CRM software?
Call Centre Customer Relationship Management (CRM) is a pivotal technology within contemporary call centres, serving as a linchpin for optimising customer interactions and cultivating robust customer relationships. This suite of software solutions and tools is meticulously designed to empower call centre agents with the insights and data essential for elevating the customer experience to new heights.
One of the core functionalities of Call Centre CRM is its capacity to provide immediate access to a wealth of customer information. Agents can swiftly retrieve contact details, purchase history, past interactions, preferences, and more, allowing them to tailor their responses and recommendations to each customer’s unique needs.
Seamless integration with existing call centre systems and databases is another hallmark of Call Centre CRM. This integration ensures real-time synchronisation of customer data, providing agents with an up-to-date, holistic perspective of each customer during interactions. This holistic view is further enriched by the creation of a 360-degree customer profile, aggregating all pertinent customer information into a unified interface, eliminating the need for agents to navigate through multiple systems.
CRM ensures a consistent and standardised approach to customer interactions, regardless of which agent handles a call. This consistency, coupled with accurate and up-to-date customer data, reduces errors and misunderstandings during interactions.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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