REAL Tip – Seamlessly Integrate your CC to Multiple CRMs (Customer Relationship Management) Simultaneously

Customer relationship management software (CRM), tools like Salesforce and Microsoft Dynamics, have long promised to improve the relationships you have with your customers. Hell, they put it right in the name! Why, then, do 4 out of 10 customers feel like the businesses they patronize do not know them as well as they should (HubSpot, 2022)? Clearly, something is amiss. But when you learn that only 47% of contact centers describe the integration between their CC and CRM as sufficient, it all becomes clear. (Price, 2021) 

Now more than ever, we must equip our contact center agents with a single "pane of glass” for customer data, interactions, and sentiment. Integrating our contact centers with CRMs becomes mission critical in all areas of business across many sectors. Historically, this was a hard problem to solve from a technological perspective because of the limiting, premise-based architecture of contact center solutions. Today, however, this is not an issue for best of breed CCaaS (Contact Center as a Service) providers like Five9.  

A few years back, during my time as a technical account manager (TAM), I arrived onsite to support a large company on the West coast. I did not expect to walk in on a dog fight! The leadership of their support and sales organizations were in a tug-of-war over what CRM would be best suited for all organizations. They were under the assumption that they had to choose one or the other.  

I inserted myself, and after several meetings, I realized that each group was a better fit for the CRMs that they had already been using. Salesforce was by far the best for their sales organization and ServiceNow had long been performing well for their support apparatus. So, why make a change?  

Two words: call center.  

Each organization had grown independently so dramatically that they now had a large call center for each. In their minds, they needed to “standardize” the CRM to unite the centers. Then I posed a crazy idea: Why not keep the CRMs and instead leverage the agnostic architecture of Five9 to seamlessly “plug in” both CRMs simultaneously?  

After a successful pilot of 25 users, the executives expanded to hundreds of agents across the two organizations – all because of the flexibility to adapt to their business.  

Five9 offers a suite of prebuilt integrations to the leading providers of CRM services, including Salesforce, MS Dynamics, ServiceNow, Zendesk, and Oracle. This web, adapter-based architecture allows for seamless integration and deployment. For organizations that utilize several different CRMs, the agent adapter interface brings them all together. Agents enjoy a single view into call controls, history, and contact center details, while benefiting from screen pops, look-ups, and updates directly into the CRM of choice.  

No more multiple screens, browsers, or applications, with laborious swivel-chair activities; Five9 delivers all the activity history, all call details, and customer information from in the CRM, automatically.  

Deployment of a Five9 CRM adapter is quick and easy.  

The SFDC adapter, for example, is a managed package offered on AppExchange, and you will find the Five9 adapter for ServiceNow, Dynamics, Oracle, etc. on our website. Simply installing the adapter, a browser specific plug-in, and/or toolbar allows you to harness the full Five9 feature complement from within your CRM of choice.  

Organizations with multiple lines of business, leveraging different CRMs – even bespoke and home-grown applications – can easily deploy this hub-and-spoke architecture and connect Five9 to their separate CRMs quickly, easily, and simultaneously. 

REAL Tip: Seamlessly integrating your CRM with your contact center solution will increase CSAT, NPS and revenue, while simultaneously increasing your Agent’s job satisfaction.  

To find out more about how Five9 can help you integrate your contact center and CRM, contact your sales representative today! Learn more about Five9 pre-built integrations with leading CRM solutions.