The future contact center has the power and speed to anticipate your customers needs and priorities in real-time, so that each experience is better than the last. Let’s explore how this can be achieved today…
The Power of Two
The integration of cloud-hosted CRM applications and cloud contact center technology promise to bring new levels of intelligence to the customer experience. Together they enable a truly differentiated contact center:
Data directed routing. Incoming calls can be routed automatically based on customer records and prior interactions inside your CRM system. This gives you the ability to personalize and prioritize callers automatically. The routing priorities and possibilities are endless.
Manage all communication channels. Call routing is only one piece of today’s communication ecosystem. Your contact center is the hub for calls, emails, chat and social management. Your contact center can now route and prioritize each one of these channels effectively to align your agent’s skills/availability with your customers needs.
One view of the truth. Before a rep answers an incoming call, contact center agents automatically see the customer’s name and a summary of recent conversations. This allows for a friendlier service and speedier call resolution. There’s no need for the customer to retell their life history.
Better data insight. Contact center managers can get better information about how their staff is performing. With CRM integration, managers can see how many sales they make or how many problems they resolve on the first call. This kind of approach allows much more meaningful metrics and KPIs. It also allows companies to easily focus their training on best practices and rewards on the best performers.
Improved sales. For outgoing calls, contact center workers get click-to-dial from their computer screen and they can see detailed customer information before they make the call. For example, they can check qualification details or the source of a lead meaning that they can get straight to the point when they actually reach a customer.
The Shift to Cloud
The second big shift for intelligent contact centers is the move to a complete cloud platform. By running your CRM and contact center in the cloud you can immediately experience the following benefits:
Cost savings. Instead of expensive, up-front capital costs, you only pay for what you use when you need it; on a per- user, per-month basis. This smarter business model is typically much more affordable.
Speed of deployment. Because cloud doesn’t require an additional hardware investment, set up is fast and simple. If you already have a cloud CRM solution in place, you can easily integrate a cloud contact solution into your CRM in just a few weeks!
Flexibility. Cloud-based systems can scale up or down to cope with demand so you can add users during busy times, such as the run up to Christmas, and scale down again at other times. With conventional solutions, you have to size (and pay) for peak usage.
Always up-to-date. Conventional on-site hardware gets out of date and you miss out on new capabilities and improvements. With cloud-based software you always have access to the latest version with the latest features.
Support multiple sites and flexible working. With a cloud CRM and cloud contact center solution, all your staff needs to work is a web browser and a phone. Incoming calls can be directed to a home phone number, a mobile or a desk phone. Your employees can do everything else online from their computer.
Disaster recovery and continuity. Leverage a cloud contact vendor that has proven SLA’s of 99.999% availability and the resiliency of global data centers and redundant systems. This level of performance is virtually impossible to guarantee and deliver with in-house systems. In addition, a cloud contact center provides always-on disaster recovery by enabling you to run your contact center from anywhere, even if a natural disaster disrupts a physical location. 
About NewVoiceMedia
NewVoiceMedia is a global provider of cloud contact center solutions, enabling businesses of all sizes to deliver a personalized customer experience, quickly and securely. Learn more at: Creating a Customer Centric Contact Center:
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