The Majority of Contact Centres Don’t Integrate Their IVR and CRM

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According to our poll, 73% of contact centres do not integrate the IVR with the CRM, whilst only 18% do so to provide a personalised experience.

Poll – Do you integrate your IVR with the CRM? – answers

Yes to provide a personalised experience – 18%
Yes but only to provide tracking on contact outcomes – 9%
No we do not integrate the IVR with the CRM – 73%

Source: Call Centre Helper webinar: 5 Steps to Streamlining Your IVR System Sample size – 148 Date: March 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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