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List of the catalog of this article:

• 1. How does the call center connect to the enterprise CRM customer management system?
• 2,What is the call center CRM system
• 3, Composition of call center in crm
• 4 、What are the main functional modules of the crm system

How does the call center connect to the enterprise CRM customer management system?

1. Call center: At this stage, it simply uses telephone, fax, website and email to serve customers, and handles a simple call process (Customer-service process), which is a small call center.

2. CRM is called customer relationship management system in Chinese. There will be customer service in customer follow-up, so the system that appears for special customer service is called customer service system.The call center system can be used independently or in cooperation with CRM. Docking the call center system with CRM can realize the seamless operation of the whole process.

3. First: the call center system has the function of CRM customer management system; second: the call center system wants to connect with the existing CRM customer management system of the enterprise and provide a secondary development interface; finally: development docking, both parties can do it.

4. For example, the Jianxin CRM system introduces a cloud call center, and the two are combined with each other to directly provide a dialogue platform for enterprises and customers. Jianxin CRM connects to the call center system and is equipped with seat management, outbound management, customer service and other functional modules.

5. This requires the docking of the call center and the CRM system. As for how to dock, both parties need to provide the docking interface. As for the details, it is the programmer's business.

What is the call center CRM system

CRM system is a customer relationship management system. The full name of the CRM system is Customer Relationship Management, also known as customer relationship management system, which refers to the use of software, hardware and network technology to establish an information system for the collection, management, analysis and utilization of customer information for enterprises.

CRM (Customer Relationship Management) is a management tool that focuses on customer management and is used to regulate the marketing, sales process, technical support and customer service of enterprises. Establishing a complete CRM system is the first goal to improve customer satisfaction and service quality.

Netcom Zhaotong Call Center is a professional CRM and call center system, which can provide customers with a perfect customer relationship management solution. It integrates computer technology and telephone exchange technology, involving multiple subsystems such as IVR (interactive voice), ACD (automatic call allocation system), recording, report, CRM customer relationship management and so on.

The scheme says: CRM is the sum of management methods and solutions for information technology, software and hardware system integration.

Composition of call center in crm

1. Switch-based call center-- It is mainly composed of professional telephone exchange (PBX), CTI server, IVR server and other connections. It has large processing capacity, complete functions and stable performance, which is suitable for building a large call center system with a scale of more than 100 agents.

2. Zhike CRM supports three different types of call center docking, one is the self-built call center within the enterprise (the switch built within the enterprise), and the other is the cloud CallCenter (by sittingSeat/monthly charge), and telephone recording box (connect with the computer and the seat phone through the USB interface, with simple functions and cheap price).

3. The call center is composed of software and hardware. The hardware mainly confirms the number of lines and seats it supports, and the software mainly confirms the functional modules.

4. The call center consists of four parts: client, call center, seat end, and central database. 1. Client The client has little to do with the call center. You only need to apply for a relay line from the Telecommunications Bureau to connect the client to the call center.

5. The call center system is composed of multiple subsystems, and the customer service system and CRM customer management system belong to its functional subsystem.

6. Call center: handling incoming and outgoing calls;Internet callback; call center operation management; telephone transfer; routing selection; statistical analysis of reports; management analysis tools; automatic data transmission through fax, telephone, email, printer, etc.; inbound and outbound scheduling management.

What are the main functional modules of the crm system

1. Customer management In traditional management, enterprises use forms and small notebooks to record customer basic information, contact information, follow-up records and other information. In the CRM system, it is managed through: sales leads, customers, contacts and other modules.

2. At this time, the introduction of CRM system can not only help enterprises record the information of each customer, but also better help users maintain the relationship with customers.At the same time, it will make the team develop good information habits, which is also more conducive to the enterprise and information management of customer resources.

3. The CRM system usually includes the following modules: Sales management module: used to manage and track sales processes, including sales opportunities, customer contacts and sales forecasts. Customer service module: used to manage and track customer service matters, including customer complaints, problem handling and service requests.