Inspired by one of our valued partners, Five9, this blog delves into a critical question: How can you increase your customer experience (CX) agility by integrating your contact centre technology with your customer relationship management (CRM)? By breaking down data silos and leveraging real-time customer insights, we will unpack how CRM integrations improve both agent and customer satisfaction while maximising the value of your CRM investment.

–

Reading Time: 7 minutes

What This Blog Covers:

• Siloed Systems Severely Damage Customer Experience (CX)
• Seamless Integration for a Frictionless Experience
• The Power of Real-Time Customer Data
• Maximise your CRM ROI

Siloed Systems Severely Damage Customer Experience (CX)

Strong customer relationships lie at the heart of great customer experience (CX). Considering the rapidly changing business landscape, customers expect a seamless experience that is personalised according to their organisation’s needs. Described as “the front door to your business”, contact centres are largely responsible for retaining customer loyalty and revenue. However, agents are having to juggle multiple and siloed systems that severely damage CX and leave everyone involved disconnected and frustrated.

Without an integrated contact centre and customer relationship management (CRM) system, customers are having multiple discovery calls by repeating their story to each new agent that gets assigned to their case. This is because the agents lack the real-time customer data that is vital to creating efficient and personal CX. Put simply, unhappy customers lead to lost revenue and a damaged reputation.

Seamless Integration for a Frictionless Experience

Thus, a successful Contact Centre & CX strategy leads to increased customer retention, enhanced revenue generation, and a competitive advantage in the marketplace. Our business-critical technology transforms your contact centre by seamlessly consolidating every customer interaction into a single platform. Not only does this unified experience personalise the relationship between agent and customer, but it also streamlines organisational productivity by empowering agents to remain solution-focused.

Let’s take a closer look at how an integrated CRM solution increases your CX agility:

• Powerful Routing: Using real-time customer data from the CRM and Interactive Voice Response (IVR) systems, emails and calls are routed to the right agent.
• Unified Agent Desktop: Agents won’t have to juggle multiple systems to manage emails, calls and chats. All customer interactions – including transferring, conferencing and recording – are consolidated into a single, intuitive interface.
• Data-Rich Screen Pops: Greeting customers by name and seeing their past interactions before each conversation facilitates the personalised CX that sets your business apart from your competitors.
• Improved Agent Guidance: In addition to shortening calls, Artificial Intelligence (AI) provides your agents with recommendations on the best next course of action and leads them to make well-informed decisions.
• Synchronous Data Exchange: Leverage the power of the real-time customer data exchange between CRM and your call centre software to ensure both systems remain up-to-date.
• Embedded Supervisor Interface: Supervisors gain real-time insights into agent activity, queues and campaigns; which enables them to optimise operations and streamline productivity.
• Easy Administration: Administrative tasks are simplified by using a single platform for managing agent assignments, routing, and business rules.

By focusing on the entire customer journey, agent satisfaction, self-service options, workforce optimisation and insightful data analysis, Babble’s solutions ensure seamless contact collaboration. 

“While others in our industry were forced to abandon their high street offices and leave their phones unanswered, this telephony provider went above and beyond to help us, and more than 3000 other customers fulfil their moves during the lockdown months. Their dedication to customer service was evident throughout the pandemic, and we are grateful for their unwavering support.” – Alex McConville, Head of Central Sales, Yopa

The Power of Real-Time Customer Data

Happy Agents Deliver Happy Customers

Agent satisfaction is crucial in achieving outstanding CX as it directly speaks to their ability and motivation to do their job to the best of their ability. This is largely determined by their work environment: agents become more productive and efficient when they can access everything they need in one place. Optimising a seamless contact centre CRM integration translates to higher client engagement and lower turnover.

Embrace an Intelligent CX Platform 

Babble’s intelligent CX platform eliminates time-consuming custom builds and workarounds by providing a single hub for all your support needs. Our platform integrates CRM, Quality Management (QM), Workforce Engagement Management (WEM), AI, and Unified Communications (UC) into one powerful system. In addition to improved customer and agent satisfaction, deploying an intelligent CX platform limits the maintenance issues that come with legacy systems that require constant updates and grow brittle over time.

Tip: click here to read more about how we made our client’s office move stress-free and seamless.

Maximise your CRM Return on Investment (ROI) 

Unlock the Power of Real-Time Customer Data with Babble’s Cloud-Based Integrations

Cloud-based integrations are faster, easier, and more reliable than on-premise solutions. Five9 telephony offers pre-built configurations by partnering with leading CRM integration solutions such as Salesforce, ServiceNow, Microsoft, Oracle and Zendesk. This creates a seamless and powerful combination of telephony capabilities and CRM that works better together to deliver improved customer experiences while making your agents more efficient.  Leveraging cutting-edge solutions, Babble provides these pre-built integrations; which are expertly maintained and constantly updated.

Don’t Stop at CRM, Integrate WEM Too

WEM applications equip agents with the tools and knowledge they need to be productivity powerhouses. Integrating WEM with your CRM streamlines training, scheduling, and performance management, leading to:

• Improved agent performance
• Increased efficiency and customer satisfaction
• Higher Net Promoter Scores (NPS)
• Reduced Five9 pricing and contact centre costs

The Power of Unity: A Streamlined Experience for Everyone

We are here to help you achieve a unified experience with powerful Five9 cloud contact centre software. A few benefits of a tightly integrated contact centre and user CX platform include:

• Omnichannel Customer Experience: Deliver a seamless customer journey across all your channels – which is crucial to building strong customer relationships.
• Faster Agent Onboarding: An integrated CRM solution enhances flexibility and scalability as your business and cloud-based call centre This means new agents will spend less time learning systems, and more time helping customers.
• Accurate Customer Information: All customer data will be captured in real-time, ensuring that it remains accurate.

In the dynamic world of CX, staying ahead of the curve is essential to success. Contact centres play a pivotal role in shaping every interaction with your customers and prospects. As a forward-thinking business, you understand that prioritising a positive CX can give your business a competitive edge – let us help you do that.