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What is call center CRM?

What is call center CRM?

What is call center CRM?

Call center CRM solutions enable businesses to better manage their customer interactions. These solutions provide agents with the customer data and historical context necessary for carrying out informed interactions and solving customer inquiries across multiple channels ¬ such as voice, chat, email, and messaging.

Why is CRM important to call centers?

Why is CRM important to call centers?

Customer service is complex. Customer data often lives within disparate, siloed systems and customer journeys can take place over various channels. CRMs can help manage this complexity by bringing everything together to create a picture that is comprehensive and comprehensible.

Benefits of implementing a call center CRM:

  • Improved customer experience
    CRM solutions provide essential customer information to agents, enabling them to personalize interactions and respond more effectively to customer needs.
  • Streamlined processes  
    CRM software helps streamline customer service processes, either through ticketing systems or through case workflows that can guide customer journeys to completion.
  • Increased productivity
    CRM software offers productivity tools that bring faster outcomes. These tools can help agents by guiding them through their interactions and automating work.
  • Consolidated channels
    Some CRM solutions can unify service channels into one system for a complete view of a customer’s journey across phone, chat, email, and self-service channels.

Achieve more with an AI-driven contact center solution

See how Pega’s contact center solution can transform customer service representatives into the most efficient agents.

How does call center CRM work?

CRM systems bring all customer interactions and data into one system where they can be managed effectively. CRM software gives agents the tools they need to resolve inquiries successfully. Industry-leading CRMs drive faster resolutions by intelligently guiding agents through their service cases and automating work.

Important features of call center CRM software

Unified agent desktop

Empowers agents by consolidating channels, unifying data, and providing productivity-boosting tools

Guides agents through their interactions and automates work for faster resolutions

Workflow automation

Guides agents through their inquiries, orchestrates work from front to back office, and drives cases to completion

Digital engagement

Provides consumer-preferred digital channels that are unified within a single agent desktop


Enables customers to resolve their own cases and seamlessly escalate to a live agent, if needed

Knowledge management

Centralizes knowledge to provide agents and customers with the answers they need

Forrester ranks Pega a top Customer Service Solution offering

Pega receives top score for current offering in The Forrester Wave™: Customer Service Solutions.

How to choose the best CRM for your call center

Choosing the best CRM for your call center involves considering several factors to ensure it meets the specific needs and requirements of your business.

  • Define your requirements
    What do you need in a CRM system? Consider factors such as integration capabilities, scalability, reporting tools, customization options, and ease of use.
  • Consider integration capabilities  
    Investigate how the CRM system can integrate seamlessly with your existing systems and tools, such as your telephony system, email platform, and other business applications.
  • Look for future-proof scalability 
    Choose a CRM system that adapts to changes in the market and can grow with your business to accommodate increasing volumes of customer data and interactions.
  • Evaluate the user experience
    Select a CRM system that minimizes task-switching and empowers agents with the tools and knowledge they need to resolve inquiries successfully. A good user experience reduces frustration and increases agent retention.
  • Seek client stories and reviews 
    Gather insight from other contact centers using the CRM system to learn how the CRM system is helping their organization.
How to choose the best CRM for your call center

Frequently Asked Questions about call center CRM

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Integrating CRM with other systems in a call center environment is crucial for creating a seamless and efficient customer service operation. Here's a general overview of how CRM integration works:

  1. Identifying integration needs: Before integration, it's essential to identify specific needs and objectives. Determine which systems (e.g., telephony, helpdesk, marketing automation) should be integrated with the CRM to streamline processes and enhance functionality.
  2. Choosing integration methods: Integration can be achieved through various methods, including APIs (application programming interfaces), middleware, and custom development. Many modern CRM systems offer pre-built integrations or connectors for popular third-party applications.
  3. API integration: APIs act as bridges between different software systems. CRM systems typically expose APIs that allow developers to connect and exchange data with other applications. APIs define the rules and protocols for communication between the CRM and external systems.
  4. Data mapping and transformation: Ensure that data from different systems can be mapped and transformed seamlessly. This involves aligning data structures and formats to ensure consistency and accuracy when information is shared between systems.
  5. Real-time or batch integration: Depending on the integration requirements, data can be exchanged in real time or through batch processing. Real-time integration is suitable for applications where immediate data updates are critical, while batch processing may be sufficient for less time-sensitive tasks.
  6. Authentication and security: Implement secure authentication methods to ensure that only authorized users and systems can access and modify data. Encryption and secure communication protocols should be in place to protect sensitive information during data transfer.
  7. Monitoring and error handling: Implement monitoring mechanisms to track the performance of integrations and detect any issues. Include error handling processes to manage exceptions, and ensure that data integrity is maintained in the event of integration failures.
  8. User training and adoption: Train call center agents and staff on the integrated systems to maximize the benefits of the CRM integration. Becoming familiar with tools and processes enhances overall efficiency and customer service.
  9. Testing and quality assurance: Before deploying the integrated system in a live environment, conduct thorough testing to identify and resolve any issues. Quality assurance is crucial to ensuring that the integration meets performance, reliability, and security standards.
  10. Scalability and future updates: Plan for scalability and future updates by choosing integration solutions that can adapt to the evolving needs of the call center. Consider the potential addition of new systems or upgrades to existing ones.

Successful CRM integration with other systems in a call center environment enhances data accuracy, improves operational efficiency, and provides a holistic view of customer interactions across various touchpoints. It ultimately contributes to a more seamless and effective customer service experience.

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A CRM system helps track and manage customer interactions by providing centralized data storage, maintaining interaction history, enabling case management, facilitating task assignment, tracking communication, offering analytics and reporting, and enabling personalization.

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Data security ensures the confidentiality, integrity, and availability of customer data. By implementing robust security measures, such as access controls, encryption, and secure data transmission, a CRM system protects sensitive customer information from unauthorized access, modification, or disclosure. Data security in a call center CRM system builds trust with customers, ensures compliance with regulatory requirements, prevents data breaches, and mitigates the risk of data loss or theft.

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A CRM system contributes significantly to customer retention and loyalty through various features and strategies that enhance the overall customer experience, including: 

  • Allowing businesses to gather and store comprehensive customer data such as purchase history, preferences, and interactions. This data enables personalized and targeted communication, allowing businesses to deliver relevant offers, recommendations, and support to customers, and enhancing their overall experience.
  • Helping businesses track and manage customer interactions across various touchpoints, ensuring consistent and seamless communication. This consistency builds trust and strengthens the customer-business relationship.
  • Enabling businesses to address customer needs and concerns proactively. By capturing and analyzing customer feedback and sentiment, businesses can identify areas for improvement and take prompt action to resolve issues, thereby increasing customer satisfaction and loyalty.
  • Facilitating effective customer segmentation and targeting. By segmenting customers based on their characteristics and behaviors, businesses can tailor their marketing efforts and deliver personalized experiences, which are more likely to resonate with customers and foster loyalty.

Overall, a CRM system empowers businesses to better understand, engage, and serve their customers, leading to improved customer retention and loyalty.

Enterprise CRM software on a unified platform

Whether you’re looking for an alternative to your current system or looking to scale and reinforce your existing one, Pega has you covered.

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