Since each of these software tools serves different purposes, choosing between a CCM, CRM, and Contact Center Software will depend on your needs for managing customer interactions and/or data.
For starters, CCM tools are used to solely manage outbound customer communications, while Customer Relationship Management (CRM) software manages customer data and interactions to further optimize those communications. Meanwhile, contact center software deals with both inbound and outbound customer interactions, but more often with voice-based communications such as phone calls.
While CCM, CRM, and CCS tools are all used to manage customer interactions, they each serve different purposes and have distinct features to optimize the customer experience online.
What is CCM software?
Customer communications management software enables marketers to easily communicate with their client’s customers across multiple channels, such as social media, chat boxes, SMS, and email. CCM tools also let you personalize customer communications, manage multiple platforms, and automate workflows to ensure unique and timely messaging.
What sets CCM tools apart from CRM and CCS is its focus on communication delivery and management, specifically with outbound, customer-facing messaging. Customer management platforms allow marketers to tailor their messages to each customer based on behaviors and preferences, as well as the appropriate format for each platform.
What is a CRM?
Much like CCM software, a Customer Relationship Management platform helps drive engagement by keeping track of messaging and customer data. What sets the two apart is that CRMs focus more on company communications and relationships during the customer lifecycle through sales management, contact management, email, marketing, and more. CRMs also have advanced tools for customer service, business development and recruiting, along with collecting and analyzing data from customer interactions.
What is Contact Center Software?
Contact Center Software helps manage inbound and outbound customer interactions through channels such as phone, email, chat, and social media. More specifically, contact center software helps organizations manage and streamline their customer service processes at higher volumes. What sets contact center software apart from CCM and CRM software is its focus on communication management tools for phone or voice, such as call routing and recording, call agent performance tracking, interactive voice response, and more.