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The Genesys Cloud connector for Zoho CRM by Solution Mentors combines two platforms into one customer experience solution for contact center agents. All supported communication history from Genesys Cloud is automatically logged into the customer's Zoho CRM account, reducing the risk of errors and ensuring accurate information. The connector offers features such as automatic customer recognition, screen pop-ups, click-to-call capabilities, and more, enhancing efficiency and ease of use.
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Business needs
To deliver exceptional customer experiences, contact centers have to find ways to streamline and efficiently manage customer interactions. A key challenge is achieving seamless integration between their communication channels and customer relationship management (CRM) tools. Without proper integration, agents struggle with fragmented systems, leading to inefficiencies, data inaccuracies, and inconsistent customer experiences.
Businesses need to empower their agents with centralized access to customer data and interaction history for quick, informed responses. This approach eliminates manual data entry errors, data inconsistencies, and outdated customer information.
Solution
The Genesys Cloud connector for Zoho CRM seamlessly integrates Genesys Cloud's omnichannel communication capabilities with Zoho’s robust CRM platform, helping contact center agents manage customer interactions efficiently and effectively.
For businesses trying to overcome fragmented systems, the connector offers centralized access to customer data and interaction history. Access accurate, up-to-date customer information directly within Zoho CRM, helping your business respond quickly and personalize interactions.
Key features
- CTI (computer-telephony integration): Seamlessly integrate Genesys omnichannel CX software with Zoho CRM, providing a unified workspace for agents.
- Automatic customer identification: Recognize incoming interactions, match them with existing contact records, or create new records for first-time customers automatically.
- Screen pop-ups: Display customer information in real time as calls or interactions are received, enabling swift and informed responses.
- Click-to-call functionality: Allow agents to initiate calls directly from Zoho CRM by simply clicking on a customer's phone number, improving efficiency and reducing handling time.
- Automatic call logging: Automatically record and store all inbound and outbound calls in the customer’s profile, along with call data and key statistics.
- Centralized interaction history: Consolidate communication history from all supported channels into the customer’s Zoho CRM record, ensuring agents have a complete and accurate view of every interaction.
Benefits
- Streamlined operations: Unify all customer communications and data into a single interface, eliminating the need to switch between multiple systems.
- Increased agent productivity: Equip agents with instant access to customer data, interaction history, and key details, enabling them to provide quick and personalized service.
- Reduced manual errors: Minimize the risk of data entry errors and maintain consistent, up-to-date information across all customer profiles with automatic data logging and customer identification.
- Enhanced customer experience: Tailor interactions with real-time customer insights, providing more personalized and effective service that boosts customer satisfaction.
- Cost efficiency: Eliminate the cost barriers often associated with advanced integrations with this free solution, making high-quality customer service tools accessible to any organization.
Expected outcomes
- Improved customer satisfaction and loyalty: Create a superior customer experience that builds loyalty and satisfaction with personalized interactions and fast service.
- Optimized contact center efficiency: Reduce the time and effort required to manage customer interactions with centralized data and efficient call handling, enhancing overall contact center performance.
- Accurate and reliable data management: Ensure all customer information remains consistent and accurate with automatic call logging and data updates, reducing administrative overhead.
- Empowered agents: Help agents focus more on customer needs rather than administrative tasks by providing a unified, intuitive interface with advanced features like click-to-call and screen pop-ups.
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