Many companies today realize the return on investment achievable by integrating their contact center with their Customer Relationship Management (CRM) application. The benefits are both tangible such as faster handling through screen-pops and integrated user interface, to intangible such as more courteous customer interaction and first call resolution of issues.
The department manager tasked with performing telephony and contact center integration with a CRM application is faced with a several issues. Integration between telephony and CRM applications is non-trivial. In addition to the inherent difficulty of the integration, the task is typically owned by multiple departments.
This whitepaper shares the experiences of AMC Technology in this area, and provides the busy department manager with a concise set of checklists to make sure best practices are followed, and that the end result is optimal. The following checklist areas are covered in this whitepaper:
- Executive Management Buy-In
- Change Management
- Scope Management
- Data Cleansing
- Call Flows
- Custom versus Off the Shelf
- Professional Integration Study |
