Contact centre CRM integrations

Consolidate your agent desktop for fast, personalised service, and enable your agents to click-to-call from directly within the CRM

Our pre-built CRM integrations help you consolidate your customer context and contact centre controls in a single interface. Give agents quick and easy access to the tools and information they need so they can handle more interactions in less time, whilst delivering more personalised service.

Book a discovery call

CRM integrations to boost customer and agent satisfaction

Use CRM data to identify customers and connect them to the most suitable agent and improve First Contact Resolution and Average Handle Time rates whilst boosting customer and agent satisfaction.

  • Personalise every interaction by delivering a holistic customer view.
  • Increase your agent efficiency by providing a unified agent desktop.
  • Improve decision making with unified reporting.
  • Connect customers to the right resource, right away.

Build and expand your customer engagement

Extend your CRM with fully integrated quality management, workforce management, interaction analytics and customer feedback applications to deliver the best customer experiences

Personalise customer interactions with CRM integrations

Deploy integrations to market leading CRM systems like Salesforce, Microsoft Dynamics, Oracle Service Cloud, ServiceNow, Zendesk, NetSuite and SugarCRM in hours, and scale them as your business needs evolve.

Empower agents with a 360-degree view of data from across the entire customer journey. Help your agents to deliver personalised interactions to make your customers feel valued and distinguish you from the competition.

Reduce your Average Handle Time (AHT) by providing your agents with all relevant customer information before the interaction begins.

Boost your agent satisfaction by empowering them to deliver better outcomes for your customers and your business.

Maximise your CRM ROI by using CRM data to improve and personalise customer interactions in your contact centre.


Key benefits of contact centre CRM integrations

Increase agent efficiency. Give your agents quick and easy access to the tools and information they need to do more in less time.

  • Streamline call handling with an integrated softphone and click-to-dial capabilities.

  • Improve your handle times by automatically delivering a holistic view of the customer’s history directly to your agent desktop so they can unlock the context behind interactions and determine the best course of action.

  • Reduce after-call work by automatically updating CRM records with contact centre interactions data.

What Our Contact Centre Customers Are Saying...

Connect your customers to the right resources

Use the data in your CRM to identify your customers and route them to the most suitable resources.

  • Boost customer satisfaction by ensuring each contact is handled by the best-qualified agent.
  • Reduce the number of transfers, consultations and follow-up calls needed – giving your customers a better experience and reducing AHT.
  • Increase agent satisfaction by ensuring agents receive contacts that they can successfully handle.

Make better decisions by combining your contact centre data with your CRM for a holistic customer view

  • Create holistic customer journey information by automatically synchronising data between your contact centre and CRM systems.

  • Empower agent self-management with real-time performance and productivity reports.

  • Improve the scope, quality, and accuracy of customer data by eliminating errors from manual updates so your agents can access the most current customer context.

Accelerate your operational agility and eliminate delays, costs, and risk, with a pre-tested, pre-built integration

  • Eliminate the costs of building and maintaining custom-built integrations.
  • Leverage your existing CRM investment and improve every contact centre interaction.
  • Deploy in hours, not days or weeks.


Request a free, no obligation discovery call today

Route 101 can help you to build and expand your customer engagement eco-system. Bring your front office, back office, and branches together with CRM and UCaaS integrations, and add functionality as needed with off-the-shelf integrations and open APIs.

Book a discovery call