CRM Integration

We know that your CRM system is invaluable to the success of your call center and the satisfaction of your customers. That is why we’ve forged integration partnerships with the industry’s most powerful CRM solutions, and can also integrate with custom-built solutions. inContact® integrates with your CRM system to create a custom, unified experience for your agents. 

How does inContact integrate with your CRM?

inContact Professional Services engages your CRM experts to design and build an integration that meets your specific needs. Whether it's database queries, utilizing web services, or creating a custom object, inContact Professional Services is sure to help customize an integration that works for your business.

How is CRM data kept secure through the inContact integration?

At inContact, we know that call center security is more than user privileges and passwords. Redundant firewall protection, external IP network monitoring and enforcement of SOX compliance and PCI data security are just a few of the precautions we take to ensure your data is secure.

What are screen pops and what is the benefit?

A screen pop can display information, such as customer name, account number, open issues, etc, about a contact. Use screen pops for inbound and outbound calls. For example, a customer may be asked to enter her phone number when calling.  inContact can query your CRM database to intelligently identify the customer and send a screen pop to the agent with the customer’s account information when the call is connected. Screen pops enable the agent to handle each call with speed and accuracy; and provide an exceptional call center customer experience.