Contact Center Software is a multichannel software solution for managing customer interactions, while CRM (Customer Relationship Management) is a system for monitoring and managing these relationships. Both are important for companies that want to provide high-quality customer service, but how do they fit together?

What is Contact Center Software?

A contact center software is a software that enables companies to manage interactions with their customers through a variety of channels, including telephone, e-mail, chat and social media. This type of software has become increasingly important for companies seeking to offer high-quality customer service and increase customer loyalty.
Contact Center Software makes it easy to manage customer requests, assign tickets to the right people, monitor staff performance, and analyze data in real time. In addition, software can help reduce operational costs, improve productivity, and ensure greater efficiency while providing a consistent experience across all communication channels, creating a consistent and satisfying experience for users.

Contact Center Software can be used in a wide range of industries and can be customized to meet the specific needs of each company.

Features of Contact Center Software

A Call center software offers many features that enable companies to manage customer interactions efficiently. Among the main ones are:

  • Call routing: the software can route calls to the most suitable customer service representatives based on their skills or availability.
  • Call recording: the software can record calls for training purposes or to check the quality of customer service.
  • Automatic answering: the software can automatically answer incoming calls or messages, providing basic information to customers or routing calls to the right customer service representatives.
  • Call analysis: the software can analyze calls to identify common trends and issues, helping companies improve customer service.

What is CRM?

A CRM, which stands for Customer Relationship Management, is software used by companies to coordinate interactions with acquired or potential customers. CRM helps track user activity, contact information, interactions that have already occurred, and sales, enabling companies to create a comprehensive and up-to-date database.

CRM is a powerful tool for those who wish to improve customer relationship management, increase customer loyalty and multiply sales. The software gives you a complete view of your users, including their interests, preferences, and needs, and allows you to tailor marketing and sales activities based on that information, creating targeted and more efficient campaigns.

With customer relationship management software, it is also possible to monitor marketing activities with reports and data analysis, thereby identifying areas where improvement is needed. In addition, CRM allows you to automate certain tasks such as sending follow-up e-mails and creating reports.

CRM functions

A Customer Relationship Management software has multiple uses and functions, among the main ones it can provide for are:

  • Contact management: the software allows companies to manage customer information, including their contact information and marketing preferences.
  • Marketing automation: the software can automate marketing activities, such as sending personalized emails or segmenting customers based on their preferences.
  • Data analysis: the software can analyze customer data to identify common trends and issues, helping companies improve customer service.
  • Sales management: the software can help companies manage the sales process, including creating quotes, managing opportunities, and managing contracts.

The benefits of integrating a contact center software and CRM?

The integration of a Contact Center Software and CRM is an important step for companies with a desire to improve customer relationships and increase their leads and sales. The integration of these two software allows for a complete view of the customer database, including interests, preferences, and needs, and to tailor marketing and sales activities based on this information.

Thanks to the synergy between the two systems, a company can monitor customer interactions across all communication channels, record the resulting information on the CRM database, and thanks to this data, personalize activities. In addition, having such a detailed picture of one's users also allows one to significantly improve the quality of support given through customer care, increase efficiency, and reduce operational costs.
Ultimately, data sharing between CRM and Contact Center Software allows for more in-depth data analysis, with a specific lunge at management issues and service trends.

XCALLY, the Omnichannel Contact Center Software


XCALLY is the innovative omnichannel software that enables companies to easily and effectively manage customer relationships across all channels. Via
integration with the most popular CRMs, it will be easy to instantly access a company's customer information stored in the system.

The key to effective customer service is to focus on the communication channels used by your customers. With XCALLY Motion, you can manage all your users' interactions and keep track of their Customer Journey on a single omnichannel system, seamlessly integrated with your company's CRM.