The customer relationship management (CRM) system and the automatic call distributor (ACD) are the two most essential applications in the contact center.
After 20 years of independence, the worlds of CRM and ACD are coming together, enabling companies to deliver personalized and highly differentiated service. The customer journey and their experience are vastly improved through complete integration as every interaction is bound in context.
Download this whitepaper to find out:
- How to personalize contact center interactions
- How businesses are using it in the real world
- How it can work in both outbound and inbound environments (sales and service)