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Is CRM And Call Center The Same?

Top differences between a CRM vs. Call Center

CRM vs. Call Center Software: Key Differences

Both tools serve important functions and can help you achieve your business goals. Is CRM And Call Center The Same? What are the differences between them and how can you use them? Let’s find out.

Is CRM And Call Center The Same?

No, CRM And Call Center are not the same. A CRM is a tool that allows businesses to maintain a digital record of all customer interactions while the call center software allows companies to track, send, and manage calls to customers.

What is CRM in a call center?

It was not easy to handle business phone calls from customers. It requires concentration to keep the conversation in context. Second, employees are often not given enough time to provide the correct answers for customers.

Technology is constantly changing and there are many ways to automate some of your call center tasks. VoIP integration and a CRM system are two of the most powerful tools available to companies that can revolutionize the work of call centers.

The goal of the call center CRM is to improve productivity and provide a great customer experience. The platform enables seamless communication between your company and customers by integrating their history.

Call center CRM features

We will be discussing some of the key features of Call Center CRM to better manage the customer service process.

Telescript can be used to answer common customer questions by agents at call centers. It allows agents to manage different types of campaigns easily. A telescript can be used to help a new agent answer customer calls quickly. Agents can also refer to previous regions telescripts provided by their managers if they plan to market their product in a new area.

This allows agents to prioritize incidents according to their severity. The most serious cases can be forwarded on to a supervisor or senior manager who is an expert in the subject matter. According to research, 71% of customers have terminated a relationship because of poor customer service. Reps can create incident entities to track customer queries and requests. They can manually apply a Service Level Agreement (SLA), by updating the status of an incident record with “Active”, Resolved or Canceled.

In some cases, the agent might not be able to resolve or respond quickly to an issue. The incident is automatically escalated to a higher authority in these cases. The Case feature allows agents to create rules or policies that allow the case to be escalated to experts in the topic. Integrated Desktop: Agents can have a 360-degree view of customer interactions with Integrated Desktop. Agents can access all channels through one interface. This allows them to quickly and efficiently serve customers.

With Integrated Desktop agents can have a 360-degree view on customer interactions. Agents can access the CRM from any device to instantly find crucial information regarding a case. This allows them to efficiently and quickly serve customers.

CRM software allows agents to easily record all aspects of customer contact information. This information can later be used to analyze customer trends and patterns. The reports generated by CRM on Average Time to resolve an incident, First Contact Resolution percentage, Average Response time, and Average Cost per incident can also be used for implementing fresh strategies.Multi-channel integration: In order to provide harmonious customer experience, companies these days are operating in multi-channel environment. Companies must maintain a consistent and high-quality customer experience, regardless of where or how they interact with customers. Contact centers must ensure that their CRM can integrate with other channels to provide consistent, hassle-free customer service.

The Knowledge Base serves as a central repository for information. The repository agents are able to search the database for solutions, documents, and cases that can be used for customer problems.

Companies these days operate in a multichannel environment to ensure a seamless customer experience. Companies must maintain a consistent and high-quality customer experience, regardless of where or how they interact with customers. Contact centers must ensure that their CRM can integrate with other channels to provide consistent, hassle-free customer service.

Differences Between Call Center Software and CRM

  • Big Picture Differences
  • Use Cases
  • Key Features
  • Front End vs. Back End
  • Cloud vs. On-premise
  • Core Users
  • Pricing
  • Metrics

1) Big picture

Let’s first look at the bigger picture before we get into detail about the various features and their use cases. What is the real difference between the two solutions in terms of their purpose and definition?

What is CRM?

CRM stands for Customer Relations Management. CRM is a system designed to manage all company relationships with prospects or customers. It covers most of the sales process, from lead generation to sale. CRM gives you complete information about each customer and provides a full view of their entire lifecycle. You can view their phone numbers, email addresses and purchase history.

Why Do You Need CRM?

So what’s the purpose of keeping and storing all this digital history?

  • Control all inbound requests from prospects and customers
  • Improve customer experience with the help of the 360 portrait of the customer and the full interaction history
  • Understand the ideal customer portrait, the duration of the sales cycle, receive insights for sales and marketing from the sales analytics, etc.
  • Track lead prospecting process, save accurate lead and deal statuses
  • Retain existing customers, manage upsells, upgrades, contact person changes, etc.
  • Control the sales team productivity and consistency of communication with customers.

What Is Call Center Software?

Call center software helps you communicate with prospects and customers. It allows businesses to control their voice communications, manage the flow, route them to the correct employees, automate outbound calls, and set the KPIs. Your managers will have the tools they need to evaluate agents’ performance and access to detailed statistics about all communication channels.

Multichannel contact center software is becoming more popular as customers interact with businesses via different channels (webchats, messengers and email). This software allows employees to manage calls, live chats, emails, and other communications from one interface, which improves call center performance.

Why Do You Need Call Center Software?

The purpose of the call center software is to:

  • Route potentials and customers to the appropriate agents or departments
  • Take orders, sell products and services, collect debts
  • Collect statistics on calls and other queries (both inbound and outbound)
  • Track agents’ performance, analyze each interaction
  • Manage the high volume of outbound calls and campaigns

2) CRM and Call Center Software Use Cases


A CRM system tracks all customer interactions, as we have already said. It keeps track of all customer interactions and provides detailed information about each customer’s journey.

Here are the main use cases of it:

  • Companies create in-depth profiles on customers and prospects to use them for marketing campaigns and other activities.
  • Sales reps create multiple sales pipelines for different products if each of the products demands a different sales process and track deal stages in each pipeline.
  • Customer service agents can register tickets, complaints, and requests and share them with the sales team.
  • Online stores can track users’ behavior (product page views, adding products to cart, etc.) for future upsells and cross-sells.

Call Center Software

Here are the main use cases of it.

  • Sales reps can use it for cold calling and telemarketing campaigns (thanks to such features as contact lists, call scripting, and dialers).
  • It may be used in inbound sales (for example, to take orders in an online store) and for immediate callbacks to the website requests.
  • The customer service team can use it for proactive communication with the customers, processing web chats as well as using self-service options.
  • Companies can also benefit from call center software by using intelligent call routing. It ensures that customer requests will be routed to the appropriate agent with a minimal number of transfers.

3) CRM and Call Center Key features

Call Center Software

  • Analytics & Reporting: Dashboards highlight real-time data on individual agents and call center performance. From the rate of answered calls to first response time, stay on top of key metrics.
  • Computer Telephony Integration(CTI): CTI integrates phone and voice channels with business tools. It enables CRM integrations.
  • Call Queue: When the line is busy, this feature places callers on hold and plays an automatic message.
  • Call Recording: Record customer conversations in HD, instantly, through the cloud. (With VoIP, it’s no longer a tedious process that requires special hardware. Supervisors/agents don’t need to do anything on-call to activate it.)

This is not all. Our call center software includes many other VoIP features. These features can be used to improve your phone system service.


  • Analytics & Reporting: A CRM offers detailed reports of customer service caseloads and prospect statuses. Reports cover everything from avg. time to resolution, to leads per marketing campaign.
  • Lead Management: Track prospects and potential sales opportunities throughout all stages of the sales pipeline. Set next action dates, write and attach opportunity notes, and more.
  • Interaction Tracking: Keep a record of how customers and prospects interact with your business. Tracked metrics include purchases, product page views, email opens, and customer support interactions.
  • Workflow Automation: Automate repetitive tasks — like auto-responder emails sent after customer service interactions.

4) Front end vs. back end

CRMs Are Your Go-to Back-office Tools

A CRM is a comprehensive database that records all customer interactions. It records what customers have purchased and when they spoke to a support representative. It provides a detailed view of your company and can be used by agents to locate relevant information about prospects and customers. Your company doesn’t need CRM software to communicate with customers.

Yes, CRM data can be used to create a personalized experience. However, a CRM can only be as good as the data that it collects.

It should be connected directly to support/sales channels. You are still relying on human reporting 100% if it is not. Integrations with communication software are often advertised by standalone CRM solutions. They are often limited and faulty.

Call Center Software Directly Impacts Communications

A call center is the best of both. It transforms the way you interact with customers. It can be used to make and take outbound and inbound calls.

Customer experience directly affects your call center software: Interactive Voice Response (IVR), helps customers locate the correct department when they call support.

Average wait times for call distribution are lower due to call screening policies. Call screening makes it easier for your callers to reach their account managers faster. A dashboard integrated across all channels tells the whole story of customer service.

These processes will improve customer service. These best practices can be applied by managers to get massive results.

5) Cloud vs. on-premise


CRM tools have been available since before the advent of the internet. Twenty years ago, market leaders were still present on-site. Many companies even had their own solutions.

However, times have changed. Although there are many options available, they are few and far between. Cloud-based solutions are now the norm. They are cost-effective, and do not require IT staff to manage and oversee.

Hosted solutions are much simpler to manage. You don’t need to worry about database maintenance or updates. You don’t need a high-tech solution for your office.

These are just a few of the many benefits that cloud computing can offer. All sales and customer service CRM data across the country will be accessible from all offices.

Call Center Software

Call centers used on-premise PBX (private branches exchange) and custom software. It was a huge project to get it running, but once it was, it was the heartbeat of a call center.

A PBX is a system that distributes calls efficiently and facilitates call transfers and collaboration. This ensures customers have a faster response time and a consistent level of service. However, in recent years on-site call centers have become increasingly obsolete.

SIP trunking can be used to revive an existing PBX and bring your call center into the 21st Century. If you are starting from scratch, there is no need to install any hardware in your office. All essential business phone features can be found today in cloud-hosted PBX systems that are available off-site.

You only need an internet connection for your office and a telephone for each desk. Your provider manages all aspects of your business communications, including VoIP calls and text messages as well as call recording.

VoIP eliminates the need for landlines and phones. Agents can use a mobile app or desktop to make calls, as well as a headset.

6) Core users


Many small business owners believe CRM is reserved for large enterprises. This is not true.

Today, core users include:

  • SMBs with a long sales process. (Businesses that focus on B2B sales and high ticket items.)
  • Real estate agents, insurance agents, and other businesses rely on leads.
  • eCommerce stores that use data to provide personalized offers.
  • Enterprises that want to use data to improve customer experience.

Call Center Software

Call center software is used by all call centers. It doesn’t really matter if the call center is an outbound or inbound one. Software is used by many companies that don’t have dedicated call centers.

For example:

  • Small businesses that use phones for sales and service.
  • Medium-large companies that handle service on many channels.
  • eCommerce businesses that need to set up a virtual call center.
  • Enterprises that want to integrate communication across all service channels.

7) Pricing & costs

On average, 51 to 100 employees worldwide use 79 SaaS applications. An average employee uses 8 SaaS apps as part of their daily responsibilities. Software expenses can quickly add up so it is important to look at the pricing and ongoing costs.


Industry-leading solutions charge as much as $75-$150/month per user. That’s thousands of dollars per year, even for a small business.

Call Center Software

Pre-developed or open-source local solutions may seem like the winner because there are no subscription fees. You still need to pay your phone bills each month to cover landlines.

Hosted solutions can also be scaled up more easily. Remote staffing gives you new options. Remote staffing allows you to cover peak hours without having to expand your staff or take up office space. Call centers do not need to be physically located.

8) CRM metrics vs. call center metrics

Modern companies need to have data that shows customer service metrics. Each tool is only one part of the overall picture.

CRM Metrics

CRM metrics are focused on customers, revenue, and sales. The goal is to use the data to empower sales teams to achieve their goals.

  • Conversion Rate: The percentage of leads or prospects that made a purchase.
  • Repurchase Rate: The percentage of customers that return to buy another item.
  • Retention Rate: The percentage of customers you keep over a set period.
  • Sales Cycle Length: The average amount of time it takes to convert a prospect into a paying customer.

Call Center Metrics

You can use call center metrics to measure the quality of customer service you are offering. They show everything from how long it takes for them to resolve an issue to how many interactions they have to make. They provide the complete picture.

  • Customer Satisfaction Score (CSAT): A score calculated with automated surveys after service interactions.
  • Average Wait Time: Same as FRT, but specifically for calls.
  • Rate of Answered Calls: The percentage of incoming calls that your reps pick up before the caller hangs up.
  • First Call Resolution Rate: The percentage of calls where agents fix the caller’s issue on the first try. (Your agents must register interactions in a CRM to track this data)

End Communication Silos with CRM + Call Center Software

Without VoIP, sales and support calls for your business can’t be made over the internet. This data can be difficult to integrate with your CRM.

Voice is often the most neglected support channel. Previous customer interactions are not available to other teams and team members. Separation of channels can be a major problem in customer support. Experts refer to this as “siloed communications.” With the right call center software, you can eliminate “communications silos”


Both a CRM system and a call center software are important tools. Both have different functions and cannot be used interchangeably. A CRM system allows you to manage all of your company’s relationships, customers and prospects.

Call center solutions are responsible for communicating with customers and target audiences via phone calls. This allows you to use more features than click-to-call, which is often found in CRMs. While both solutions are time-consuming to implement and require business processes to explain, the level of involvement by your employees is different.

Their performance is key to the efficiency of CRM implementation. If they follow procedures and enter data after each interaction with customers, it will work well. Call center solutions allow you to access numerous data from logs, statistics and the like. This allows you to quickly detect and take action in cases of sabotage.

Both solutions have different pricing: CRM software may be more expensive than the call center software. It is better to have both because it will make your business more efficient.


It’s simply a link between your CRM system, and your contact center software. This automatically transmits data back and forth between the systems to improve their performance and make them more useful for each other and the people and processes that use them.

CRM software enhances visibility and business analytics. CRM software improves visibility and business analytics. Marketing teams can track the effectiveness of their marketing efforts, sales managers can gain insight into pipeline revenue, open proposals, and customer service managers can evaluate their team’s performance to identify improvement opportunities.

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