The ability to recognise customers and give them a consistently rich experience, however they deal with your organisation, relies on having a single, holistic view of each
This is far easier to achieve if every part of the business, and every customer ‘touch point’, draws on and feeds back to a central customer relationship management (CRM) system.
A flexible, modular cloud-based contact centre platform paves the way for all of this. It allows companies to connect back-office systems, and combine new features quickly and easily. A consolidated view of each customer also presents opportunities to track preferences and trends over time, and to pre-empt queries or complaints.