CRM for the Contact Center

Enhance customer engagement with CRM for the contact center

Effective Customer Relationship Management is a vital part of any Customer Experience System.

Modern CRM is about more than simply building a historical view of the customer. If your organization is to remain competitive in today’s customer experience-driven market, you must use data from every available source  to inform and guide interactions.

You need CRM which draws together all your systems of record and Knowledge Management tools – including external databases, in-house, proprietary systems, and third-party applications.

How Content Guru Helps...

storm® makes it easy to deliver seamless, hyper-personalized services, based on data-driven insights. CKS®, storm‘s native CRM, funnels data from every available source to inform and guide interactions. CKS includes a native Knowledge Management tool, which provides a single, feature-rich interface in which to build and manage Knowledge Bases.

storm also offers a wide range of integrations with industry-leading CRM applications, including Salesforce, Microsoft Dynamics, Oracle RightNow and Siebel, and SAP ERP.

CRM for the Contact Center

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CRM Integration

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CRM for the Contact Center

The Challenge

To deliver personalized interactions that drive customer loyalty, you need a 360-degree view of every customer. Without contact center integrations, vital customer data remains trapped in silos. Unless you are able to synchronize data across all your systems, the vital insights you gather from customer interactions will be wasted.

The Solution

CRM for the contact center funnels real-time and historical customer data from every available source, and displays it on the agent desktop. This ensures that agents are fully integrated into wider contact center operations. Your employees are empowered to work more efficiently and collaboratively to deliver outstanding customer engagement.

How storm can help

storm CKS®

storm Customer Knowledge System (CKS) is storm’s data mediation layer, abstracting underlying systems of record and unifying them into a single, easy-to-use interface. Available as an overlay into multiple CRMs or standalone CRM, it informs intelligent routing decisions and provides agents with a 360-degree view of every customer – enabling contact centers to deliver truly personalized customer service.

Its native Knowledge Management tools allows you to centrally configure and control the information accessible
to both internal and external users, across all channels
and locations.

  • Fully integrated, enabling automated, two-way data transfers.
  • Multi-function, combining CRM, Case Management and Ticketing in a single interface.
  • Dynamic abstraction layer, powering intelligent routing to drive first contact resolution and a next best action strategy.
  • Powerful data aggregation, pulling together historical and real-time data from every available source within a single, unified workspace.
Find out more about CKS

CRM Integration

The Challenge

CRM and contact center operations need to work together seamlessly. It is not enough simply to feed data into your CRM. Without two-way transfer, the vital insights you gather from interactions will be wasted. You need to feed data out of your CRM system to inform your business processes and achieve end-to-end efficiency.

The Solution

CRM contact center integrations unlock your customer data. With integrated CRM, your contact center operations will be informed by data from every angle. Unite communications and data to empower intelligent routing, drive first contact resolution, and enhance customer engagement.

How storm can help

storm INTEGRATE™

With storm INTEGRATE™, there’s no need to rip-and-replace existing infrastructure. Choose from off-the-shelf integrations with over 100 industry-leading CRMs, including Salesforce, Microsoft Dynamics, Oracle RightNow and Siebel, and SAP ERP.  Content Guru also offers bespoke integrations with any in-house CRM contact center system.

  • Intelligent routing through integration with storm CONTACT™.
  • Automatic synchronization of large volumes of data from multiple sources.
  • Two-way, intelligent data transfer between your exisiting CRM and storm.
  • Simplified reporting through integration with storm VIEW™.

Learn more

Read about integrations to find out how to improve efficiency and deliver seamless customer journeys.

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Looking for more contact center solutions?

Create a truly unified contact center solution to empower seamless interactions.

Maximize workforce productivity and maintain peak performance.

Use unparalleled data insights to drive exceptional customer service.

Create and update all of your services in real time, through a single interface.

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