CRM (Customer Relationship Management) in a call center is a tool providing agents with important, up-to-date, and relevant customer information in real-time. Among other things, CRM systems store data like order history, contact information, account details, and notes on previous customer interactions. CRM improves the overall customer experience by giving agents immediate access to the information they need to best assist the customer, speeding up the overall resolution process and providing more personalized service.  Your preferred third-party CRM software can be integrated with your call center software, or you can opt to use native CRM features.