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There is a definite link between customer relationship management and the value chain in any organization. Companies must consider how their resources complement each other and how a CRM platform effectively and efficiently delivers the desired value to customers. There is a similar article on the same topic. Companies now have realized that call center channels produce and deliver value. Customer contact center solutions are increasing taking center stage in terms of their contribution to value creation and process efficiency.

The new VoIP-based solutions offer significant technical and cost-saving advantages. Their enhanced features meet the objectives of CRM and fits in the corporate organizations. Traditionally, the call centers performed outbound telemarketing and inbound queries for customers. Now these activities have become more automated and sophisticated. The introduction of IVR (interactive voice response) systems provided a boost to the customer relationship management.

CRM platforms have emerged to manage customer interactions in an effective manner. CRM also helps companies to become more customer-centric. Call centers have now focused on responding to customers’ needs while meeting the objective of customer satisfaction and customer retention. Companies have also shifted their attention to CRM in order to maximize benefits.