Tue. May 21st, 2024

What is Call Center CRM Software

The call center handles many calls and chats daily. Each interaction is logged for reference and tracking. CRM helps manage customer interactions efficiently using technology. CRM plays a pivotal role in optimizing call center operations, improving customer service quality, and driving business growth through enhanced customer relationships.


What is Call Center CRM Software
What is Call Center CRM Software

In today’s blog, we will delve deep into ” What is Call Center CRM Software ?” and also learn about the 4 CRMs that are used the most in the call center industry.

Without further ado, let’s start today’s topic” What is Call Center CRM Software“?

What is Call Center CRM Software?

CRM is an abbreviation for Customer Relationship Management. As the name refers, CRM is software that maintains the database’s relationship records for the interaction between a call center agent and a customer. CRM is a comprehensive database that facilitates the relationship between call center agents and customers by centralizing all relevant information needed to provide efficient and personalized service.

In layman’s language, we can define :

A software system that manages customer information and interactions, providing agents with comprehensive data during calls.

It stores call logs, interaction history, chat transcripts, and customer details such as names, addresses, and contact numbers. The information stored can vary depending on the process or domain for which CRM is being used.

Now let’s understand 5 widely used Call Center CRM Software¬† :

1. Salesforce :

Salesforce is one of the most common CRM customer relationship management software used by call centers. Salesforce CRM is primarily used to manage customer data, and interaction records, enhance customer service, streamline operations, and improve overall efficiency. With the help of Salesforce CRM call center leaders can make data-driven decisions based on comprehensive analysis and reporting.

2. Genesys :

Genesys is the second most used call center CRM, designed to enhance customer interactions and streamline processes within call centers. The main benefit of Genesys CRM is that it can be integrated with other close-based apps and visualization tools as well. Microsoft Teams is one of the recent additions to the area of workplace collaboration tools. Genesys CRM can also integrate with Teams as well.

3. Zoho :

Zoho Corporation is Indian based software CRM company that helps contact centers streamline their sales, marketing, and customer support processes. Zoho CRM can be integrated with any call center software and directly manage calls, and provides the option to connect to customers via click-to-call option also manages call pop-ups and call notes.

4. Freshdesk:

If you are looking for some cost-saving CRM for your call center, Freshdesk is the right fit for you. One of the main USPs of Freshdesk CRM is that it is cheaper than other Contact center CRMs. Freshdesk is primarily used in the back office to track customer ticket status. Other main benefits of Freshdesk are “easy to use and navigate” features, which can be used for a “large scale” contact center, and are also available in the mobile apps.

Fun Fact :

Freshworks was founded in 2010 by former Zoho employees Girish Mathrubootham and Shan Krishnasamy in Chennai, India,

Benefits of using CRM in Call Center

In this segment, we will discuss in detail the ” Benefits of using CRM in Call Centers”. However, there are many benefits of using CRM in Call Center. but we will focus on 5 significant benefits offered by these CRMs.

1. Omni Channel Support :

In Call Center there are multiple channels such as voice, email, and message by which a customer can connect with a call center representative these CRM supports multiple voice channels at once. All these CRMs support multiple communication channels and this capability allows call centers to deliver a seamless and consistent customer experience across different touchpoints.

What is IVR in Call Center ?

2. Analytics and Reporting:

If you have already integrated any CRM mentioned above you need not have a separate tool for analytics and reporting. Yes, CRMs provide Analytics and Reporting features that provide insight of different parameters such as agent performance, metrics trends, coach-wise performance, and overall call center performance. These analytics help identify trends, optimize operations, and make data-driven decisions.

  1. Omni Channel Support
  2. Analytics and Reporting
  3. Call Management
  4. Integration Capability
  5. Automation.

3. Scalable :

If you have a medium or large-sized call center then CRM (Customer relationship management) is the need of the hour. Call Center CRMs are designed to scale with the needs of growing call centers. Thus if offers customization as per the size of the call center ensuring adaptability to evolving business requirements.

4. Integration:

As mentioned above CRMs allow a call center to integrate their feature into any call center software. This integration feature allows call center systems to provide comprehensive customer information during interactions to the call center reps. This way agents can easily access customer profiles, account details, previous logs, and interaction history.

5. Automation:

Above mentioned CRMs allow you to automate your daily tasks. Let’s suppose a call center has to track the attenuation every day along with the shift adherence of agents. With the help of CRM, all these manual tasks are automated as when the agent logs in to CRM, it auto-captures agent log time, this not only reduces manual effort but also increases the efficiency of agents and the overall contact center.

What is Call Center CRM Software
What is Call Center CRM Software

Now it’s time for some FAQs:


What is CRM in BPO?

CRM stands for Customer Relationship Management. CRM is software that records the interaction between customer and agent and provides comprehensive details of customer accounts to the call center agents.

Are CRM and BPO the same?

CRM and BPO are not the same. CRM is a software tool used in BPO or call centers for customer relationship management.

Which CRM is best for call centers?

Top 3 CRMs best for call centers

  1. Zoho
  2. Salesforce
  3. Freshdesk


So readers I hope this article on “What is Call Center CRM Software” has cleared all your doubts related to Call Center CRM software. Still, if you have any questions you can contact us at callcentertalks26@gmail.com

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