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

Published On: 17th Jul 2015 10:13 - Modified: 29th Jul 2026

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 Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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

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