Best CRM for Customer Service

Many contact centers use CRM alongside call center applications. Screen-pop and click to dial commonly used features. At Comstice, we created a CRM solution with Customer Service in mind. You can fully migrate or bridge it into your legacy CRM for faster onboarding. You can run Comstice CRM, on your network or in the cloud.

Key Takeaways

• Avoid spiralling CRM costs with Comstice CRM
• Option to run CRM on your network or private cloud
• Make it hybrid; customer service on the new CRM and the rest on the legacy CRM with Comstice App Gateway for data synchronization

Current Challenges

• Salesforce which dominates the CRM market started to charge $50 extra per agent per month for agent screen-pop and click to dial.
• For majority of the contact centers, it is a challenge to have a single interface for customer engagement and customer record
• In the age of AI, your customer service data is much more valuable than ever. It is critical to run CRM on your private network.
• CRM customization requires additional software development, takes time and somewhat limited
• It is difficult to switch CRM providers if majority of the business is running through CRM
• In Avaya and Cisco contact centers, agents still use installed softphone for telephony

Solution: Comstice CRM

• Single interface for all the customer service features including CRM
• on-premises or in the cloud
• Built-in Webphone that supports any IP-PBX: Click to dial and screen-pop available out of the box
• Agent Webphone functionality for Comstice Orbit, Avaya AES, Cisco Finesse and Amazon Connect
• Only move your customer service into new CRM and bridge it with your legacy CRM service using Comstice App Gateway

Available Modules

• Sales,
• CRM,
• Contacts,
• Helpdesk and Ticketing,
• Accounting,
• Time-Off,
• Expenses,
• HR and Employees,
• Knowledge Base,
• Timesheets,
• Expenses,
• Customer Appointments,
• Customer Surveys,
• Purchasing

Mini Business Case

Minimum feature set from both Genesys and Salesforce; $150 per agent/month

• Salesforce Service Cloud Starter Pack: $25
• Salesforce 3rd-Party Connector: $50
• Genesys Cloud: $75

Salesforce cloud contact center pricing does not offer concurrent agent pricing. If you have 300 agents but only around 120 of them is online on a standard shift, you still need to pay Salesforce for the 300 named agents

Comstice Orbit with Built-In CRM and App Gateway to Salesforce; $89 per agent/month

• $89 per named agent per month (41% less ) or
• $129 per concurrent agent per month (50% less; Salesforce does not offer concurrent pricing, so this option will be around 50% less or lower)

Conclusion

It may feel difficult to switch to another CRM solution but just migrating customer service into Comstice CRM and retaining the rest of the business in the legacy service is much faster to roll out and easier to justify with the effort vs the reward. Click here to learn more.