How to choose the best CRM system for your contact center. The importance of CRM systems is increasing for the sophistication of contact centers. The required functions are diversified and there are things that integrate not only response history.
How to choose a CRM system?
Email response, external FAQ and chatbot. In addition, as additional services, advanced search and predictive functions based on data science have been enhanced. As a result, the choice of CRM system has changed significantly.
So far, CRM systems for contact centers have basically been selected in the same way as general information systems. In many cases, the systems department leads the renewal project and often selects the product and vendor for implementation.
It is a method of listening to the business needs of the sales department, translating them into functional requirements and developing a customized system based on them, or selecting a superior product by comparing the degree of functional match in the market.
Primarily led by the systems department.
In the era when advanced IT knowledge was required for system introduction, this method was unavoidable. First, let’s take a look at the specific steps and features of the traditional method.
The user department collects business requirements and the systems department uses them as part of the system selection information. The systems department receives business needs and translates them into functional requirements.
We will explain how to choose the best CRM system for your contact center. The comparison function includes many countermeasures for the problems of the current system and, as a result, the new system becomes similar to the current system.
Focus on improvement
When the user department summarizes the business needs, the discussion inevitably continues with the current system in mind. The user imagines the current business, identifies problems and focuses on improvement.
Initially we should be able to respond to the major changes demanded by the market and customers, and organize the direction and business needs to drive reforms, but the reality is that this is not the case.
Since multiple product candidates are aligned for functional requirements and the degree of functional match is compared. Non-functional requirements are also compared, but the primary role is function.
In the past, the contact center mechanism focused on the response history management function and was custom-developed as an additional function of the core system. Also the management of escalation and internal processes, the knowledge management base.
Today, it is common to select excellent products from the market and freely link them to the core system according to the information usage needs of the contact center.
The development of the interface for collaboration is carried out in a waterfall fashion, but a new method for selecting the core system of the contact center is required.