How To Integrate CRM and Call Center Solutions

Too often, business owners keep their business systems separate, which can bottleneck sales teams, hamper call center effectiveness, and slow down support ticket resolution times. This is especially true when dealing with disconnected CRM and call center solutions.

Luckily, the suitable systems can integrate, mutually benefitting each core system’s strengths while mitigating any potential weaknesses. For example, since CRM systems often have reduced call center capabilities, it’s often helpful to pair them with call center technology that empowers your call center agents and callers alike while improving quality assurance.

When you’re getting ready to outfit your business with the right software solutions and technical support platforms, it’s helpful to make a few inquiries into a platform’s capabilities. With Bright Pattern’s industry-leading call center platform, you can integrate with the CRM system of your choice, boost your inbound call center or outbound call center, and ensure that your brand maintains a customer-centric focus. Here’s what you need to know about call centers and CRM system integrations.

Popular CRM Platform Options

Before integrating systems, you must understand what options are available for business owners. Several CRM platforms can benefit the customer experience when leveraged alongside effective call center technology. While specific CRM platforms may even offer their call center functionality, they don’t always provide the same reliability and heightened efficiency as platforms equipped with IVR, AI technology, call routing systems, and other customer satisfaction tools.

Call Center & Platform Integrations

Bright Pattern makes it a breeze to integrate with CRM platform options with otherwise unreliable or inadequate call center features. By leveraging advanced call center technology alongside your CRM platform, you’re better able to empower your technical support and customer support teams while offering timely solutions and sales to customers.

Salesforce Integration

Salesforce is a customer relationship management (CRM) software company. It offers a suite of cloud-based software applications to help businesses manage customer data, interactions, and sales processes. Salesforce also provides a call center software suite to help companies manage customer interactions. Moreover, it integrates with other applications, such as Google Apps and Microsoft Office.

With Salesforce, you can obtain insights from over 2,500 small business leaders. You also have the opportunity to assess the trends that are influencing small and medium-sized businesses such as relying on community support and having a strong online presence. To better manage the relationship with your customers, Salesforce can help you achieve the following:

  • Sell smarter by streamlining customer support systems in a single app
  • Solve issues for your customers fast with AI technology
  • Unite your customer support team with Customer 360 by connecting your marketing, sales, commerce, service, and IT departments all in one place
Explore Salesforce Call Center Software

Microsoft Dynamics 365

Microsoft Dynamics is a CRM platform that helps businesses manage their customer interactions. It provides a range of features to help enterprises to improve customer service, including:

  • Call routing and queuing
  • Automatic call recording
  • Real-time reporting
  • Agent scripting
  • Customer management

Microsoft Dynamics is a comprehensive call center software that can help businesses of all sizes improve their customer service. It has a wide range of features to allow enterprises to manage their customer journey more effectively. These features include call routing and queuing, automatic call recording, real-time reporting, and agent scripting.

Microsoft Dynamics also provides a powerful customer management system that businesses can use to track all of their customer interactions. Bright Pattern facilitates seamless connectivity to maintain your log of potential customers without causing downtime for your call center representatives or your support team.

Explore Microsoft Dynamics Call Center

Oracle Service Cloud Integration

The Oracle Service Cloud CRM software is a popular solution for many business owners looking to improve customer relationships and streamline sales. Whether you run a small business or a more prominent brand, it’s helpful to integrate your CRM software with a call center that can help you better address customer needs.

The Bright Pattern cloud call center solution leverages the information contained in your Oracle Service Cloud environment to provide revolutionary omnichannel capabilities for your call center. Our call center solution also offers robust outbound capabilities for campaigns, advanced inbound capabilities for service and support, and blended capabilities for multipurpose call centers.

Explore Oracle Contact Center Solutions

ServiceNow Integration

ServiceNow CRM software is a powerful tool to help your business manage and track customer interactions. Using this software, you can create and manage sales queues, track customer interactions, and report on performance. The ServiceNow CRM system can also help you improve customer service.

The Bright Pattern ServiceNow call center integration combines industry-leading omnichannel call center capabilities with the rich IT service management (ITSM) and customer support information in your ServiceNow account to maximize your potential returns and improve workflows and gain visibility into profits and performance.

Bright Pattern provides unique tools and dashboard views for ServiceNow call center users, including an intuitive user interface that presents all information easily, saving them from having to switch between channels. Screen pop, click-to-call, automatic routing of incidents, problems, and cases, and real-time statistics are just a few other features that help increase productivity.

The Bright Pattern ServiceNow call center integration also provides your supervisors with these tools. This tactic allows you to better track, coach, and improve overall call center performance. Your leadership gains access to all incidents and problems, as well as multichannel monitoring and grading tools.

Explore ServiceNow Call Center Software

Zendesk Integration Basics

Are you looking for a system that pairs well with Bright Pattern’s reliable and efficient call center software? If so, you may want to consider Zendesk. Our Zendesk call center integration leverages the information contained in your Zendesk environment with the Bright Pattern omnichannel cloud call center solution to provide an exceptional call center agent and customer experience.

Some of the features that Zendesk offers include:

  • A ticketing system that allows businesses to track and manage customer interactions.
  • A comprehensive knowledge base enables businesses to create and share knowledge articles with their customers.
  • A chat system that allows businesses to communicate with their customers in real-time.
  • A reporting system that provides businesses with insight into the performance of their campaigns.

If you are looking for a reliable and efficient CRM that can integrate with Bright Pattern’s call center software, Zendesk is a great option. Bright Pattern delivers powerful omnichannel call center technology to your brand, including robust outbound call center capabilities for campaigns, advanced inbound call center capabilities for service and support, and blended capabilities for multipurpose options.

Explore Zendesk Call Center Solutions

With so many diverse selections, it’s clear that Bright Pattern CRM system integrations help you get the most actionable insights out of your customer communities. By leveraging our varied toolkit, you can engage your existing customers, encourage repeat customers, and foster new connections with greater ease than before. Contact us today to learn more about our unique platform and popular CRM applications.

Share on reddit
Share on twitter
Share on linkedin
Share on facebook
Whats On This Page
Learn more about Call Center CRM Integrations with Bright Pattern

Contact Us