Types of CRM Offered at 8x8

An integral part of any growing business' operations is a modern software solution for customer relations management (CRM). Having quality CRM tools like those offered at 8x8 makes all the difference in allowing your contact center team to deliver a great customer experience at peak efficiency. It also allows your company to have a clear picture of ongoing performance and to make the most of incoming opportunities, providing boosts to sales and customer retention and making it possible to meet your goals reliably.

The major types of CRM

8x8's solutions deal with two of the major types of CRM:

  • Operational CRM, which manages your company's relationships and communications with customers
  • Interaction CRM, also called collaborative CRM, which helps your team share information across the company

The way 8x8 approaches these tasks is with a native application that's embedded in the unified interface of our all-in-one communications suite. This makes the organization-wide functions of CRM easy to implement.

Operational CRM

Operational CRM automates a wide range of customer communications and data tracking, providing agents crucial information at their fingertips when they need it and making possible interactions with customers that are streamlined, efficient and effective at addressing their needs.

With 8x8's operational CRM tools, you can:

  • Automatically route calls so that they reach the available agent best-placed to deal with them
  • Integrate information from across systems to place all needed data at your fingertips
  • Provide current, accurate and relevant customer information for your agents at the beginning of every call

These CRM tools can boost productivity for contact center teams in customer service or sales, order fulfillment or marketing. They streamline the customer journey and offer accurate, punctual support throughout.

Interaction CRM

Interaction or collaborative CRM is about the facilitation of information-sharing across a company. This type of CRM harmonizes the work of diverse teams from sales to marketing and customer contact to tech support. This makes it easier to build a company culture where everyone can have a clear picture of their role in working toward the same goals.

The collaborative efficiency made possible by interaction CRM creates a paradigm in which crucial knowledge is shared instead of hoarded. Departments can connect with each other to clarify expectations and find ways to improve performance.

More features of 8x8 CRM

The comprehensive CRM solutions integrated into 8x8's agent framework deliver access to a range of further features to keep today's businesses agile and competitive.

Advanced CX analytics

Customer experience analytics give you a historically contextualized view of each customer's journey and make it easy to identify opportunities for improvement. This feature offers:

  • Visualized mapping of the customer journey
  • Identification of frustration points
  • Easy-to-use targeted searching

An intuitive interface and intelligent search features make it possible to keep both the big picture and the fine details of your business' CX performance in view at any given time.

Call quality management

Monitor and improve your contact center's performance with a quality management system that lets you record and analyze customer interactions and provide coaching for improvement.

8x8's Call Center Quality Management functions include the ability to highlight, save and share instructive customer interaction moments, score interactions and track agent progress, all from a single user-friendly dashboard.

Contact us today

To find out more about how 8x8's CRM tools can help deliver amazing customer experiences for your business, contact us today. Our friendly and expert team will be happy to customize the right solution for your company.