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What is Call Center CRM?

CRM for Call Center Industry

Using CRM in the Call Center Industry

Your relationship with customers is at stake every time they contact your call center. It’s a moment when truth is revealed. This experience will form their perception of your business. If they have a positive experience, they will be loyal customers who are happy and continue to be profitable. If they have a negative experience, they might move on to other businesses.

Your call center staff needs the right tools to get the job done. Customer relationship management (CRM), systems that can be used to manage customer relationships, are becoming increasingly popular with small and large businesses. Before we get into the details of call center CRM, let’s first define What is Call Center CRM? Let’s look at the key elements that make a great call center experience.

What is Call Center CRM?

Call Center CRM refers to a customer relationship management software solution that is utilized by agents working in call centers to improve the quality of service provided to customers and to raise productivity levels. Call center CRM systems keep records about customers such as contact history and account information. They can be used as a case management tool because they store past information. Agents can use CRM systems to personalize customer contact and to understand the history of a customer with the company.

Integration with call center technology makes CRM applications for call centers more powerful. This allows for, for instance, a CRM screen that automatically appears for agents when they receive a call. This increases efficiency and allows agents to spend more time helping customers. Integration can also include the ability to automatically add contact records from multiple channels to the CRM system, and to produce tie backs to call recording so that they can be listened directly within the CRM.

Cloud technology has made it much easier to integrate call center CRM software and call center software than ever before.

What is CRM

Customer relationship management (CRM), a technology that manages all of your company’s interactions and relationships with customers and potential clients, is called customer relationship management. It’s simple: To improve business relationships and grow your business. A CRM system allows companies to stay connected with customers, streamline their processes, and increase profitability.

CRM is a term that refers to a system that manages contact, sales, productivity and other functions. CRM tools are now able to be used to manage customer relationships throughout the customer lifecycle. This includes sales, marketing, customer service, and digital commerce.

CRM solutions allow you to focus on the relationships your company has with individuals — customers, service users and colleagues — all through your relationship with them. This includes finding new customers and winning their business.

What is Call Center Software?

Software that allows direct communication between businesses and customers is called call center software. It automates the process for receiving and addressing customer complaints via telephone using the right functionality and features.

Your goal is to provide five-star customer service and present a professional image. You need a reliable call center solution, regardless of whether you have thousands or one agent who handles customer service for your family-owned company.

Using a CRM with Your Outbound Dialer

Integrating a customer record management system in your CX operations improves the functionality of your power dialer and opens up many more possibilities on how to deliver outbound customer service. Utilize popped up information based on caller ID in real-time to give your agents context before they begin their interaction with the customer. Your call center agents can utilize customer information that is integrated into the contact center software to personalize the interaction.

With the power of an integrated CRM software into your cloud contact center, sales reps and agents can personalize the CX that they deliver and make the customer experience more seamless. By popping up customer information at the agents fingertips, call center managers can maximize efficiency and improve upon the customer journey. This can be utilized for both outbound sales as well as inbound calls. For an inbound call center setting, a customer relationship management integration can vastly improve the efficiency of CX operations by integrating customer information through many of the inbound tasks that need to be perform. For example, customer information can be utilized for an interactive voice response, or IVR, menu or for automatic call distribution to prioritize leads depending on the status of the customer. Customer information can also be utilized for agents to learn about the customers issues before they are connected to the customer through the use of activity history, call recordings, and other caller information.

Call center CRM software features you should look for

Not all CRM software for call centers is created equal. These are the basic features that all call center CRM software must have.

  • It should be compatible with your existing CRM system. These solutions are also known as open-source CRM for call centers.
  • It should automatically round-robin and route calls either to customer service representatives, the next in line salesperson, or to the person the customer has previously spoken to or worked with (either as a deal manager or as an account manager).
  • To do this work, you shouldn’t have more than one number for your call center CRM. This means that you don’t need to have a different number for each salesperson or customer service representative. Instead, your call center CRM should use rules from your CRM system to decide where to send the call.
  • It should have phone tree capabilities, so customers can choose their reasons for calling and be routed to the right people. This will allow sales and customer services to be connected without the need for separate numbers.

These are some additional features that a CRM solution for call centers may offer:

This short list outlines the basic functions of a call center CRM for inbound calls. However, your software should make it easy for reps and customers to make outbound calls. Your team should be able login to CRM, navigate to a contact and click on the number to make an outbound phone call.

Automated helpdesk ticketing in a CRM system allows customers to keep track of their service requests. This helps them to know which ones have been solved and which ones are still open for further action. This allows customer service teams to stay on track and helps them reach their goals. The automated ticketing takes care of all the details without the rep needing to remember.

This means that there are more people on the phone to help others and fewer reps who manually input data.

All of us have been on calls where we were told that conversations may be recorded for quality reasons. A call center CRM can be very helpful for busy or larger teams. It records conversations and places them in the customer record.

This allows new hires to be up and running quicker by listening to old scripts and calls (which can also serve as training material), but it also monitors the performance to ensure that reps are helpful, transparent, and upholding company values.

Best Call Center CRM Software

Call center software that manages customer relationship (CRM) calls has many features. These tools include tools for lead and contact management, but also telephonic capabilities that enable you to track and manage calls and generate call-centric analytics reports. These features are available at an affordable price in the best CRM for call centers.

ProviderFree PlanStarting Price for Paid Plans*Free Trial for Paid PlansKey Call Center Management FeaturesCustomer Support


(Unlimited users)

$15 per user/month  21 daysFreshdesk Contact Center integration and outbound call performance analytics24/7 support via phone, chat, and email


(3 users)

$14 per user/month15 daysPrivate branch exchange (PBX) system integration and call analyticsSelf-help resources, community forum, and tier-based customer support
No$28.95 per user/month7 daysCall automation with post-call surveys and case prioritizationProfessional implementation and 24/7 support via email, chat, and phone
No$14.90 per user/month14 daysWorkflow automation, call routing, and easy contact importationKnowledge base and 24/7 email and chat support


(Unlimited users)

$45 per month for 2 users14 daysConversation intelligence for coaching and call analyticsSelf-help resources and email plus in-app chat support
No$19 per agent, per month30 daysConversation intelligence for coaching and call analyticsSelf-help modules & videos + email, & phone support


(Unlimited users)

$39 per month for 5 usersN/AProject management features and PBX system integrationHelp desk, online training, chat and email support

*Based on annual billing

What do customers want?

They want service, regardless of whether they are a prospect, customer, or partner calling your call center. It could be a call about a customer, prospect, or complaint. Or maybe a question about an invoice. They expect a prompt response and a clear understanding of their needs.

As if this wasn’t enough, customers expect fast (but not rushed) service and to be treated properly. They also want to deal with competent agents who know how to get the job done.

Customers want consistency, and that’s perhaps the most important thing. Customers want continuity. They expect your agents to know their identities, how they can help them, and what they’ve done in the past.

They want great customer service. It’s possible with the right technology to deliver one.


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.

The call center is a channel that can help companies who have used middlemen to communicate with customers. An organization who wants to know more about their customers and to leverage that relationship must have a direct communication channel with them.

The primary goal of the call center is to increase customer retention. Customers have more choices and are more competitive.

An agent can use a call script to assist in handling a contact. It is a written script that contains correct language and logic aids. It helps agents to keep their attention on the contact’s content.

Multimedia contact centers that handle a mix of inbound and outbound calls, email, social media, web chat, email, and web forms (internal or external) offer organizations many opportunities to significantly increase efficiency, effectiveness, engagement, and productivity.

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