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inContact & Cloud Contact Center CRM Software Explained
CX

Cloud CRM For Contact Centers

Contact centers have some complex CRM software needs, such as virtual queuing, skills-based call routing, complex escalations, management visibility, outsourcing partners, at-home agent programs, workforce management, integration with a host of other business applications and servicing customers in new social networks. To respond to these challenges, cloud and SaaS CRM software solutions are stepping up, and crossing a chasm in terms of market adoption. In this conversation with Kristyn Emenecker of inContact, we review the inContact cloud contact center solution, but more so, the business factors that are driving adoption of cloud contact center software solutions. Kristen shares the three business problems which cloud CRM solutions for contact centers are able to solve, including the need for more business agility and velocity (i.e. to aid quick speed to market, manage fluctuating volumes and support growth trajectories), reduces costs (i.e. changing fiscal drivers from capital expenditures to operating expenses and paying just for what you use) and improved performance effectiveness (more effectively integrating with other business systems and better engaging customers). We also explore how call centers and contact centers are using social media to improve customer services delivery. Finally, Kristyn provides some contact center CRM software selection advice when reviewing SaaS CRM solutions, such as thoroughly reviewing information security, hosted delivery uptime and Service Level Agreements (SLA).

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