Callcenter + CRM Integration

While contact centers often provide a great way to collect leads, provide customer service, and otherwise provide your contacts with a “human touch” (or at least voice!), there are often a variety of integration challenges.  

For example, many call centers use proprietary software for agent scripting and in-call data collection.  In those cases, the “best” “integration” with CRMs, marketing automation systems, other software is often a nightly CSV summary file uploaded to an FTP site — a scenario that sacrifices both convenience and efficiency.  

Data collection can also be a challenge; obtaining 100% correct e-mail addresses — necessary for many marketing and customer service initiatives — can be notoriously difficult given factors such as name spelling ambiguities and human error.   Meanwhile, reporting and analysis may also suffer; while most contact centers can provide exceptionally good tracking, it is usually divorced from the meaning of such calls.

At JGRobo Marketing Inc., we tackle all of these challenges with a diverse suite of products and services.  Our LAMS (Lead Automation Management System) software provides sophisticated, rule-based, customized processing of contact center leads/calls to get data into CRMs, marketing automation software, transaction processing systems, and virtually any platform — even those without accessible APIs.  

Moreover, our core Contact Center System provides a completely tailored call center agent experience, including adaptive call scripts, integration with CRMs such as Infusionsoft as well as automated warnings of invalid physical addresses, invalid phone numbers and problematic e-mail addresses.