When it comes to Contact Center and CRM integration
ROI analysis, the overall effect of the customer contact must be examined. The
objectives of this examination are to improve the customer experience, and to
improve the operational and IT efficiency.
Objective: Improve Customer Experience
·
Significantly Reduce Hold Times -Through more efficient and
effective servicing by agents, reduction in talk time, more accurate routing,
and decreased number of transfers from agent to agent.
·
Improve Agent Responsiveness - Better and faster information,
first call resolution – new systems, consistent customer ID/data, configured
screen pop, soft phone, context sensitive call treatment and scripting.
·
Improve Self-Service Options - IVR with more comprehensive options;
opt-out to agent with call data for quick identification and configured screen
pop.
·
Customer Identity Verified “Once” - Call prompt for account number
or ANI, attached to call throughout.
Objective: Improve Operational Efficiency
·
Fully Leverage the CRM Application - Improve agent desktop;
consolidate customer information; Use native support of contact center
functionality and integration with simplified user interface.
·
Blending of Inbound and Outbound Calling - Automatic route of
in/out-bound calls to agents on availability; Integrated and configurable for
optimization and quality.
·
Expand Self-Service Options - IVR with more personalized options;
opt-out with ‘call data’ for quick identification, and proactive contact.
Objective: Improve IT Efficiency
·
CRM vendor certified solution provides insulation against the risks
associated with future upgrades, as well as providing a guaranteed working
solution on top of which customizations can be added.
·
Contact Center Certified Solution provides an ability to mix and
match vendors, have non-homogeneous multi-site contact centers, and insulates
against the risks of breaking the integration whenever a software or hardware
upgrade is undertaken.
